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Emily A.

Administration , Customer Success , Operations , Quality Assurance , Sales

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • Power BI
  • Salesforce
  • Amazon Connect
  • SharePoint
  • Cisco Webex
  • Calabrio One
  • Acuity
  • Launchpad
  • Cisco Finesse

EDUCATION

Bachelor of Business Administration

Technological University Center

LICENSES & CERTIFICATIONS

  • Microsoft Business Applications

ASSESSMENTS

CORE SKILL English Aptitude GeneralAdministration 0 100

PERSONALITY

ENTJ-A

Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

People with ENTJ as a personality type are natural leaders. They are charismatic and confident, driving teams toward common goals with strategic thinking and discipline.

PROFESSIONAL SUMMARY

A results-driven Administrative Assistant with expertise in quality assurance, performance analysis, and compliance verification. Skilled in preparing reports, conducting evaluations, and maintaining accurate records to enhance operational efficiency. Proficient in customer service and loan application processes, ensuring adherence to standards and delivering organizational value.

PROFESSIONAL EXPERIENCE

Quality Analyst

Relay Human Cloud | San Pedro Sula, Honduras l Nov 2024 - Dec 2024

  • Compiled and analyzed weekly QA performance reports, including metrics for break time, lunch durations, and meeting attendance.
  • Conducted detailed evaluations of customer care and sales interactions to ensure adherence to quality standards and company policies.
  • Assessed performance metrics to identify areas of improvement and recommend actionable solutions for team development.
  • Provided comprehensive feedback to customer care and sales teams to enhance service delivery and achieve organizational objectives.
  • Maintained accurate documentation of performance evaluations and quality assurance reports for reference and analysis.

Administrative Assistant / Compliance Specialist 

KM2 Solutions | San Pedro Sula, Honduras l Jul 2023 - Sept 2024

  • Conducted final audits on auto loan applications to ensure compliance with regulatory and company standards.
  • Monitored and evaluated funding calls made by agents, verifying accuracy and adherence to compliance protocols.
  • Reviewed and approved auto loan contracts, ensuring all documentation met funding and regulatory requirements.
  • Coordinated and facilitated bi-weekly calibration sessions with clients to align on funding standards and quality expectations.
  • Prepared weekly performance reports for agents, analyzing compliance metrics and providing actionable insights to improve operational efficiency.
  • Organized and scheduled team meetings to enhance communication and streamline team activities.
  • Prepared and maintained accurate documentation, including reports, presentations, and other essential documents.
  • Entered and managed data within databases, tracking project, client, and employee information to ensure accuracy and reliability.

Quality Assurance Specialist

KM2 Solutions | San Pedro Sula, Honduras l Jan 2023 - Jun 2023

  • Conducted thorough verification of auto loan applications, ensuring accuracy and compliance with institutional requirements.
  • Verified applicant information, including insurance policy details, employment status, and residential information, to support loan approval processes.
  • Delivered high-quality customer service by assisting applicants with inquiries related to loan application status and requirements.
  • Maintained detailed records of verification procedures, enhancing the efficiency and accuracy of the auto loan approval process.