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Monique Cruz

Monique Cruz

Customer Service Specialist

Followers of Monique Cruz208 followers
location of Monique CruzHeredia, Costa Rica

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  • Timeline

  • About me

    Quality Coach | Business Administration | NLP

  • Education

    • Grupo Alianza

      -
      Practitioner Programador Neurolingüístico Programador Neurolingüístico

    • Frankfort Academy

      2024 - 2025
      Technical Degree Gestion de Talento

    • Fundatec

      2018 - 2019
      Quality Technician and Continuous Improvement and Six Sigma Quality Analysis

    • Universidad Estatal a Distancia de Costa Rica

      2021 - 2025
      Administración de Empresas Énfasis en Dirección Empresarial

    • Universidad Latina de Costa Rica

      2016 - 2016
      CCNA modules Cisco

    • Universidad Hispanoamericana (CR)

      2014 - 2015
      Medical school

    • Universidad de Costa Rica

      2008 - 2013
      Medicine

  • Experience

    • Teletech

      Aug 2014 - May 2016
      Customer Service Specialist

    • Western Union

      May 2016 - Jun 2017
      Fraud analyst

    • Autónomo

      Jan 2017 - now
      English as a Second Language Tutor

      ESL tutor

    • Experian

      Jun 2017 - Oct 2021

      • Optimization Business Analyst

        Aug 2018 - Oct 2021

      • Appeals Analyst II and QA analyst

        Jun 2017 - Jul 2018

    • IPEA English Center

      Nov 2017 - Dec 2019
      ESL Teacher

      ESL Teacher and Language Coach

    • Dell Technologies

      Oct 2021 - Sept 2024
      Quality Coach

      Quality Management for a team of 17-20 Technical Engineers in a high-speed voice queue for a Technical Assistance Center (inspections, audits, coaching plans, feedback sessions) Policy and Procedure Subject Matter expert and responsible for knowledge documentation in Microsoft Sharepoint for the Costa Rica office Generating workflows for complex procedures and constant policy updates Measuring key performance indicators (KPIs) and reporting on all metrics daily Coaching on outliers and growth opportunities for top performers Assistant Manager functions with stakeholders from Round Rock, TX Show less

    • London Stock Exchange Group

      Sept 2024 - now
      Customer Success Upgrades

  • Licenses & Certifications