Summary
Overview
Work History
Education
Skills
Languages
Timeline

Ricardo Guzmán Segura

San Isidro,Heredia

Summary

Dynamic Quality Assurance Analyst with a proven track record at Equifax, enhancing compliance and reducing customer-reported issues through strategic testing. Skilled in problem-solving and team collaboration, I foster continuous improvement and mentor junior analysts, ensuring operational efficiency and adherence to industry standards. Proficient in MS Office and committed to quality excellence.


Overview

14
14
years of professional experience

Work History

Quality Assurance Analyst

Equifax
02.2021 - 05.2025
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
  • Mentored and coached team members on QA topics and strategies.
  • Reduced number of customer-reported issues by establishing preemptive testing strategy that targeted common failure points.
  • Fostered culture of continuous improvement by regularly reviewing and updating QA methodologies to adapt to new challenges.
  • Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
  • Worked cross-functionally with the Training department to support process improvements and calibrate Quality Assurance, Training, and Operations teams based on stakeholder requirements..

Sales Entry Analyst (SME)

Equifax
01.2019 - 02.2021
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Learned and adapted quickly to new technology and software applications.
  • Responsible for training new hires and developing process manuals in alignment with system requirements and the implementation of new procedures.
  • Ensured consistent onboarding, knowledge transfer and process documentation to support operational efficiency and compliance.

Customer Financial Services Representative

Equifax
06.2015 - 12.2018
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Customer Service Representative

ITS Infocom.S.A
02.2011 - 05.2013


  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.

Education

No Degree - Business Administration

Universidad Nacional De Costa Rica (UNA), Heredia
12-2026

Conversational English For Service Centers - Service Centers

Instituto Nacional De Aprendizaje, Heredia, Costa Rica
01-2011

High School Diploma -

Liceo Lic. Mario Vindas Salazar, San Pablo, Heredia
12-2009

Skills

  • Verbal and written communication
  • Problem-solving skills
  • Team collaboration
  • Problem-solving abilities
  • Attention to detail
  • Critical thinking
  • Proficient with MS Office and G suite
  • Multitasking Abilities
  • Communication proficiency
  • Standards interpretation
  • Quality assurance

Languages

English
Upper intermediate (B2)

Timeline

Quality Assurance Analyst - Equifax
02.2021 - 05.2025
Sales Entry Analyst (SME) - Equifax
01.2019 - 02.2021
Customer Financial Services Representative - Equifax
06.2015 - 12.2018
Customer Service Representative - ITS Infocom.S.A
02.2011 - 05.2013
Universidad Nacional De Costa Rica (UNA) - No Degree, Business Administration
Instituto Nacional De Aprendizaje - Conversational English For Service Centers, Service Centers
Liceo Lic. Mario Vindas Salazar - High School Diploma,

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Ricardo Guzmán Segura