camila zea
@camilazea
Quality Analyst at Teleperformance who completed 240+ monthly evaluations and used KPI reporting to identify performance gaps.
ColombiaWhat I'm looking for
At Teleperformance on the AT&T account, I completed more than 240 quality evaluations each month, reviewing customer interactions for service quality, process adherence, and performance.
I analyzed Voice of the Customer, Transfer Rate, and Repeat Contact Rate to identify trends and performance gaps. I also prepared recurring quality reports using Microsoft Excel and internal reporting systems.
I coached agents based on evaluation results and performance data, and took part in monthly calibration meetings with agents and supervisors to align quality standards.
At Engel & Feldmann LLP, I organized client documents and prepared packages for government agencies. I also supported attorneys with administrative tasks and document management.
Experience
Work history, roles, and key accomplishments
Administrative Assistant
Engel & Feldmann LLP
Jan 2025 - Dec 2026 (1 year 11 months)
Organized, scanned, and maintained client documents and files, ensuring accuracy and completeness. Prepared document packages for government agencies and supported attorneys with administrative tasks and office operations.
Barista / Bartender
Caffè dello Sport
Jan 2023 - Dec 2026 (3 years 11 months)
Prepared beverages, food, and takeout orders in a high-volume environment while maintaining accuracy and speed. Managed multiple priorities and transactions simultaneously during peak service periods.
Managed quality monitoring for 36-52 customer service agents, completing 240+ evaluations per month and analyzing KPIs to identify performance gaps. Coached agents, conducted calibration meetings, and prepared recurring quality reports.
Assisted customers with account-related requests and documented interactions using internal customer account management systems. Developed strong knowledge of customer account processes and operational procedures, contributing to promotion into the Quality Analyst role.
Education
Degrees, certifications, and relevant coursework
Computer Systems Institute
Business Certificate, Marketing
Business Certificate Program with a Marketing concentration, expected to complete in September 2026.
Approach International Student Center
Advanced Program, Business
Advanced Program with a Business concentration, completed in July 2025.
Leadership Academy
Leadership Academy Training, Leadership
Leadership Academy Training completed in February 2023.
Lexis English
General English, English
General English program completed in June 2019.
Milestones English Academy
Cambridge First English, English
Cambridge First English (FCE) certification completed in January 2019.
Universidad de Medellín
Undergraduate, Criminal Investigation
2018 -
Studied Criminal Investigation for 5 semesters, starting in 2018.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
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