Marco Saulo Chaves
QA Analist
San José,SJ
Summary
Thorough Quality Assurance Specialist with 3-year background in Technology and Logistics. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
2
2
Languages
1
1
Certification
5
5
years of post-secondary education
9
9
years of professional experience
Work History
Sales Advisor
Concentrix
Pavas, San Jose
12.2019 - Current
- Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
- Developed and delivered engaging sales presentations to convey product benefits.
- Communicated with customers to understand needs and recommend appropriate solutions.
Quality Assurance Analyst II
Uber
Heredia, Heredia
02.2016 - 10.2019
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Developed weekly, end-of-month and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Partnered with management to create, develop and implement quality initiatives, resulting in SLAs reduced.
- Monitored inbound and outbound calls and emails made by 250 employees to provide constructive feedback.
Subject Matter Expert
Amazon
Ulloa, Heredia
04.2012 - 12.2015
- Developed business cases, presentations and reports for senior management.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Cross-trained and provided back up for customer service managers.
- Provided constructive criticism regarding quality assurance on team phone calls.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
Education
Bachelor of Arts - English-as-a-Second-Language Education
Universidad Nacional
Heredia Costa Rica 02.2006 - 07.2011
Skills
Process implementation
Root Cause Analysis
Call monitoring
Report delivery
Data Analysis
Technical Writing
Interpersonal Communication
Customer Service
Teamwork
Detail-oriented
Leadership
MS Office
Training & Development
Certification
Green Belt Six Sigma
Timeline
Sales Advisor
Concentrix
12.2019 - Current
Quality Assurance Analyst II
Uber
02.2016 - 10.2019
Subject Matter Expert
Amazon
04.2012 - 12.2015
Green Belt Six Sigma
02-2007
Bachelor of Arts - English-as-a-Second-Language Education
Universidad Nacional
02.2006 - 07.2011