Denis A.
Bilingual Customer Support Specialist | Quality Analyst | Virtual Assistant
Actively lookingNew to PlatformAbout
Denis F. is a professional experienced in the quality assurance domain, particularly in regulatory compliance and process optimization. With a background in Automotive Mechanics from Instituto Técnico Luis Alfonso Santos, he has honed his skills in the QA sector through key roles such as Senior QA and Quality Analyst at Ibex, Tegucigalpa. At Ibex, he focused on executing collective strategies and ensuring detailed audit compliance, fostering a culture of continuous improvement and sustainable results. Denis has also demonstrated leadership as a Trainer, effectively developing quality culture and instructing teams. His multilingual abilities, with native Spanish and intermediate English, support his strong communication skills. He has additionally enhanced his technical acumen through courses like Data Management in Excel and the Career Accelerator with Power BI + AI. Denis F. is committed to maintaining high standards of quality and customer satisfaction in every endeavor.
Experience
Quality Analyst (Main Position) - Espanish
Ibex · 2023 — 2026Quality Analyst with prior customer service experience, responsible for interaction audits, coaching, and reporting to drive continuous campaign improvement. Key responsibilities Conduct interaction audits and assess process compliance. Provide real-time support and one-on-one coaching to agents. Prepare reports for team leads and management. Operational support during peaks: handle calls and administrative tasks. Manage and update Excel trackers; perform specific fraud audits. Metrics and scope Audits: ~40–60 interactions weekly depending on workload. Audited metrics: AHT; transfers; RAP (negative/repeated responses); concessions. Notable achievements Trained and supported the onboarding of 6–9 new quality analysts after securing my position. Updated and optimized Excel trackers,Trainer (Temporary position due to high demand)
Ibex · 2027 — 2025Temporary coverage as Trainer during peak season; responsible for comprehensive training and initial evaluation of new agents, designing induction materials and coordinating with operations and administrative areas. I assumed operational leadership during training waves, organizing practical sessions and reinforcement workshops, supervising progress, attendance control, and program compliance. I led two waves: up to ~50 trainees in the first (shared operational leadership) and 17 agents in the second, delivering performance reports and post‑training follow‑up to ensure proper integration into the service.Senior Quality Analyst (Temporary position due to high demand)
Ibex · 2024 — 2025Temporary coverage as Senior QA during peak season; I led the team’s operational supervision and the execution of action plans for continuous improvement. I prepared administrative reports and analyses used by management, maintained regular coaching with agents, and was responsible for feedback to analysts during their probationary period. I also designed and implemented corrective action plans, coordinated performance follow‑up, and performed quality audits to a lesser extent. I trained and supported approximately 12–15 new analysts, accelerating their onboarding and ensuring process compliance.Customer Support Representative - Spanish
Ibex · 2022 — 2023Customer support agent with experience in Amazon Retail campaign, providing support in Spanish via phone and chat. I deliver empathetic and personalized service, focusing on understanding customer needs and offering effective solutions. Skilled in communication, patience, and problem-solving, even in high-demand situations. Results-oriented and committed to customer satisfaction and high-quality service.Bilingual Customer Support Agent- WAHA
Teleperformance · 2021 — 2021Customer support agent with experience working on AT&T and Brinks Home Security campaigns. I provide dedicated, empathetic, and personalized customer service, ensuring high-quality interactions. Skilled in handling customer inquiries, resolving issues efficiently, and maintaining a calm and professional attitude in fast-paced environments. Strong communication, problem-solving, and adaptability skills. Focused on delivering excellent customer experiences and building trust through reliable support.
Skills & Expertise
Education
- BTP in Automotive MechanicsInstituto Técnico Luis Alfonso Santos · 2014 — 2016
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