Summary
Overview
Work History
Education
Skills
Certification
KEY ACHIEVEMENTS
Timeline
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Emily Cerdas

Compliance Quality Performance Analyst

Summary

Dedicated Quality & Compliance Analyst with a strong work ethic, exceptional multitasking abilities, adaptability, and discipline. Detail-oriented individual who consistently seeks excellence in every aspect of work. Passionate about achieving goals and fully committed to meeting objectives.

Overview

7
7
years of professional experience
2
2
Certifications
2
2
Languages

Work History

Quality Analyst

Teleperformance
03.2023 - Current
  • Monitor and analyze customer interactions to ensure compliance with client expectations and internal standards.
  • Provide coaching and feedback to agents, optimizing performance and adherence to KPIs.
  • Conduct documentation reviews and sample extractions to reduce errors, and improve reporting accuracy.
  • Support internal audits, and contribute to continuous improvement initiatives across operational areas.
  • Collaborate with cross-functional teams to uphold security and compliance protocols.

Chat Agent-technical Support for Voip Services

Movate
02.2022 - 12.2023
  • Delivered technical support for VOIP systems, including physical devices and app configurations.
  • Ensured secure handling of sensitive customer data and followed up on credit and refund cases.
  • Managed computer-based platform with multiple applications to maintain effective communication with customers.

Cad Designer

Align
01.2019 - 12.2021
  • Designed dental treatments using proprietary software, ensuring precision and aesthetic quality.
  • Interpreted medical prescriptions and maintained high standards in productivity and quality control.

Education

Lean Six Sigma Certification -

Fidelitas University
05.2001 -

Race Accelerator With Power BI & Excel Week in Pra -

Daxus Latam
05.2001 -

Basic French Communication -

Europe Academy
05.2001 -

Quality Control Technician And High School Diploma -

CTP Fernando Volio Jiménez
05.2001 -

Skills

    Lean Six Sigma

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Certification

White belt certification

KEY ACHIEVEMENTS

  • Improvement of documentation at metric level.-Daily revisions and sample extraction have reduced documentation errors to 50%.


  • Technical Support Excellence- Achieved 90% accurancy in resolving voip support issues at Movate

Timeline

White belt certification

06-2024

Quality Analyst

Teleperformance
03.2023 - Current

Chat Agent-technical Support for Voip Services

Movate
02.2022 - 12.2023

Cad Designer

Align
01.2019 - 12.2021

QTC - Quality Technician Certification

12-2018

Lean Six Sigma Certification -

Fidelitas University
05.2001 -

Race Accelerator With Power BI & Excel Week in Pra -

Daxus Latam
05.2001 -

Basic French Communication -

Europe Academy
05.2001 -

Quality Control Technician And High School Diploma -

CTP Fernando Volio Jiménez
05.2001 -

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Emily CerdasCompliance Quality Performance Analyst