Melisa F. freelancer experto en Google Maps, AdWords de Google, Publicidad en Google, Facebook

Melisa F.

Quality Analyst at Cognizant for Google

Marketing Digital

Sobre mí
I'm Melisa. I live in Argentina.
I'm bilingual, translator to be (English - Spanish).
I have experience as a community manager in which I used Facebook and Instagram ads.
I'm currently a Quality Analyst for Google My Business and Google AdWords call center.
I'm certified in Google AdWords.
I'm highly experienced in Customer Support (7 + years)
Historia laboral
* Cognizant (Information Technology & Services): Quality Assurance Specialist for Google AdWords Express and Google My Business.

Analyze/audit service incident data, emails, calls, chats, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards with the customer (aka Google).
Provide structured and timely recommendations; verbal and/or written feedback to Team Leaders in order to improve service.
Perform mock calls with new hires post-training to determine readiness for moving into support.
Develop and conduct targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
Use CallCenter tools to gather data and analyze trends or patterns affecting quality.

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