Nataly Pacheco
Melbourne,VIC
Summary
Quality Assurance Analyst with expertise in detailed technical specifications, test reporting, and defect resolution. Outstanding communication skills and a collaborative style. Passionate about lasting customer satisfaction, delivering quality service, and support. Proficient in customer service best practices, handling complex issues, and promoting positive experiences. Efficiency-driven, organized, and team-oriented. Skilled in documentation and administrative tasks. Responsible, punctual, and productive, even with minimal supervision.
Overview
4
4
years of professional experience
Work History
Patient Experience Specialist
Alternaleaf
2024.05 - Current
- Enhanced patient satisfaction by providing personalized care and addressing individual needs.
- Answered patient assistance calls/emails, assessed needs, and offered qualified support.
- Facilitated communication between patients and various departments and staff.
- Streamlined order processing for faster delivery times through efficient communication with clients and clinical staff.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Health Service Advisor (Subject-Matter Expert)
MSI Australia
2023.05 - 2024.05
- Provide a superior client experience through the accurate recording of information and data collection relating to client bookings.
- Maintain up to date knowledge of the clinical services and operations to provide effective and efficient responses to client calls.
- Managed high call volumes, emails and chats while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Maintained accurate records of all bookings, enabling easy access to information and effective communication among team members.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Consistently met and exceeded Key Performance Indicators (KPIs), achieving an average performance rate of 90% above target.
Logistic Coordinator (Administrative Assistant)
Lean Solutions Group
2022.05 - 2023.02
- Ensured accuracy in data entry tasks (invoices-shipments), generated reports, audit documents and produced tracking documents.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
- Followed-up on past due payments to facilitate prompt collection of payments.
- Reviewed invoices for accuracy and completeness prior to issuing payments.
Quality Analyst (Customer Service)
Teleperformance
2020.10 - 2022.05
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Analyzed quality and performance data to support operational decision-making.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Maintained up-to-date knowledge of industry best practices, incorporating relevant methodologies into daily work processes for optimal results.
Education
Specialization in Human Management - Business Administration
Universidad Autónoma De Bucaramanga
Bucaramanga, Colombia09.2020
BBA - Business Administration
Universidad Autónoma De Bucaramanga
Bucaramanga, Colombia12.2018
Accounting Technician - Accounting And Business Management
El Servicio Nacional De Aprendizaje SENA
Valledupar, Cesar11.2014
Skills
Customer service and support
CRM software proficiency - B2B SaaS
Detail Oriented
Multitasking and Organizing
Problem-solving know-how
Strong organizational skills
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Patient Experience Specialist
Alternaleaf
2024.05 - Current
Health Service Advisor (Subject-Matter Expert)
MSI Australia
2023.05 - 2024.05
Logistic Coordinator (Administrative Assistant)
Lean Solutions Group
2022.05 - 2023.02
Quality Analyst (Customer Service)
Teleperformance
2020.10 - 2022.05
Specialization in Human Management - Business Administration
Universidad Autónoma De Bucaramanga
BBA - Business Administration
Universidad Autónoma De Bucaramanga
Accounting Technician - Accounting And Business Management
El Servicio Nacional De Aprendizaje SENA