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Jossue C. — Mid-Level Quality Assurance Consultant from United States

Jossue C.

Mid-Level Quality Assurance Consultant

United States 3-6 years
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Jossue S. C. is a dedicated Quality Assurance Consultant with extensive experience in the hospitality industry. Based in the Miami-Fort Lauderdale area, Jossue is bilingual in English and Spanish, providing a significant advantage in customer management roles. Currently, he oversees quality assurance for Working Solutions, employing Data Analysis & Reporting to identify process improvements and optimize call center operations. He is also well-versed in SLA environments, diligently upholding compliance and performance standards. Previously, Jossue held the role of Assistant Studio Manager at Soultuary The Studio, managing daily operations and customer interactions. His technical proficiency spans a variety of platforms, including Workday, SAP, Citrix, Lightspeed, Salesforce, and Jira, enhancing his ability to provide innovative solutions. Jossue's career began in the hospitality sector, progressing from Guest Services Specialist to Front Desk Supervisor at Grand Beach Hotel, where he honed his skills in Process Optimization and team management. With certifications that include "Get Started with Jira" and "Social Media Marketing," Jossue continues to expand his expertise in quality assurance and customer service.

Experience

  • Assistant Studio Manager

    Soultuary The Studio · 2024 — Present
    Oversaw the opening and closing procedures of the studio, ensuring seamless operations. Conducted guided tours for clients, showcasing facilities and available services. Assisted clients by addressing their inquiries and enhancing their overall experience. Organized studio operations through effective scheduling and maintaining a welcoming atmosphere.

  • Quality Assurance Consultant

    Working Solutions · 2023 — Present
    Executed thorough evaluations of technical support agents to verify adherence to established scripts, policies, and procedures. Analyzed call center performance data to uncover opportunities for process improvement and optimize workflows. Created comprehensive reports on essential quality metrics, offering management insights into trends and areas for enhancement. Integrated customer feedback into quality assurance strategies to improve service effectiveness and satisfaction.

  • Customer Service Technical Support

    Working Solutions · 2022 — 2023
    Skillfully addressed customer inquiries while providing comprehensive solutions to the challenges they faced. Resolved customer complaints through precise issue identification and collaborated with customers to ensure tailored solutions. Delivered top-tier technical support by systematically troubleshooting issues and guiding users in product and service utilization, escalating matters to specialized support teams as needed. Managed customer accounts by timely updating information and overseeing accurate order processing and billing transactions. Maintained detailed records of all customer interactions to facilitate efficient resolution and improve service processes.

  • Front Desk Supervisor

    Grand Beach Hotel Miami Beach & Grand Beach Hotel Surfside · 2022 — 2023
    Made professional decisions while managing cash and credit card transactions accurately. Communicated essential shift information to the subsequent team and direct manager on duty. Guided the front office staff through daily responsibilities and trained new employees as per the Front Office Training Procedures. Ensured a positive work environment while checking guests in and out courteously and attentively. Responded promptly to guests' individual needs and requests, maintaining proper telephone etiquette and handling reservations efficiently.

  • Concierge

    Grand Beach Hotel Miami Beach & Grand Beach Hotel Surfside · 2022 — 2022
    Carried out basic administrative and reception duties including managing mail, luggage, and deliveries. Provided guests with information and recommendations related to local attractions, dining, and entertainment. Arranged tours and activities, as well as making dining reservations for guests.

  • Guest Services Specialist

    Grand Beach Hotel Miami Beach & Grand Beach Hotel Surfside · 2021 — 2022
    Supervised daily operations to ensure adherence to standard procedures among team members. Took responsibility in the absence of the Duty Manager/Front Office Manager. Welcomed guests upon arrival, administering check-ins and check-outs, and handled payment collections efficiently. Managed conflict resolution with guests and coordinated prompt solutions to issues experienced in their rooms by liaising with housekeeping and service staff.

  • Sales And Marketing Specialist

    Astick Service · 2019 — 2020
    Performed cold calling to businesses and individuals to assess and meet their cleaning needs. Provided product or service estimates, with flexibility based on job size. Offered samples and conducted demonstrations, including a complimentary cleaning to attract repeat clients. Closed deals by addressing and overcoming customer objections.

  • Sales Specialist

    Astick Service · 2018 — 2019
    Supported the company's growth and development efforts. Contributed to new business acquisition initiatives while managing the needs of external customers. Fostered strong leadership and interpersonal skills, working towards achieving agreed-upon sales targets within specified deadlines.

Skills & Expertise

Quality Assurance

Education

  • Technical Degree in Teaching Spanish as a Foreign Language
    Tecnológico de Costa Rica · 2018 — 2019
  • Associate's degree in Executive Assistant/Executive Secretary
    San Sebastian Technical High School · 2015 — 2017