Antonio Da Costa
Barcelona
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level a Quality or Supervisor position. Ready to help team achieve company goals.
Overview
12
12
years of professional experience
Work History
Quality Analysis Specialist ( Expedia )
Webhelp
03.2020 - Current
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Created and revised procedures, checklists and job aids to reduce errors.
- Defined and implemented quality initiatives to reduce risk.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Participated in departmental meetings to establish short- and long-term strategy.
- Administered on monthly bases internal quality audits and assessed results to inform corrective action measures.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Consulted manuals and process documents to investigate malfunctions.
- Used Excel & Power Point to create presentations, flowcharts and graphs detailing data analysis results.
Techincal Advisor (Leia)
Webhelp
04.2018 - Current
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed call flow to respond to technical support needs of customers.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Analyzed trends to document emerging issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Referred unresolved customer grievances to designated departments for further investigation.
Phone Sales Representative
EIMS Bournemouth
05.2014 - 09.2015
- Completed daily cold calling and outreach to build sales pipeline.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Troubleshot problems for callers and helped independently resolve common issues.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Followed up with customers to solicit further sales.
- Recorded and updated customer information in online systems.
- Educated customers on product and service benefits, explaining features and answering questions.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Overcame objections using friendly, persuasive strategies.
- Implemented upselling techniques to increase revenue and move product.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Negotiated pricing and payment terms with customers when possible to close deals.
Store Supervisor
Costa Cafe
04.2011 - 05.2014
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Trained team members in successful strategies to meet operational and sales targets.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Organized shift meetings to communicate and resolve issues for night operations.
- Managed supply chain by ordering products from suppliers, negotiating prices and requiring on-time delivery.
Education
Computer Technician & Systems - IT
Bournemouth College
Bournemouth02.2013
English C1 -
ESL Language School Bournemouth
Bournemouth10.2010
Skills
- Compile Data
- Sampling
- Daily Status Reports
- Support Audits
- QC Investigations
- Training Material Development
- Constructive Feedback
- Document Quality
- Data Analysis
- Project Planning
- Special Assignments
- Training Implementation
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Portuguese
Upper intermediate (B2)
Italian
Upper intermediate (B2)
Timeline
Quality Analysis Specialist ( Expedia )
Webhelp
03.2020 - Current
Techincal Advisor (Leia)
Webhelp
04.2018 - Current
Phone Sales Representative
EIMS Bournemouth
05.2014 - 09.2015
Store Supervisor
Costa Cafe
04.2011 - 05.2014
Computer Technician & Systems - IT
Bournemouth College
English C1 -
ESL Language School Bournemouth
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