Open to opportunities

Erick Ríos Ocaña

@erickrosocaa

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Customer-focused specialist with 4+ years in quality control.

Mexico

Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for professional growth.

As a dedicated Virtual Assistant and Quality Control Specialist, I bring over four years of experience in lead conversion, CRM management, and multi-channel support. My customer-focused approach has enabled me to significantly boost booking rates and optimize pipelines, ensuring a seamless experience for clients. I am proficient in utilizing automation tools to enhance efficiency and improve customer interactions.

In my current role at Stylesmart VA, I have successfully streamlined booking processes and content management, achieving a 95% customer satisfaction score. My ability to implement custom automation workflows has improved response times by 40%, demonstrating my commitment to enhancing customer experience. I have also developed automation tools that have reduced manual input by 75% in my previous position at Carvana, achieving a remarkable 97% accuracy in compliance-critical records.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant | Customer Success

Current

STYLESmart VA

May 2024 - Present (1 year 4 months)

Delivered multi-channel CRM, maintaining a 95% CSAT. Streamlined booking processes and content management, resolved customer pain points, and improved onboarding processes. Expanded customer portfolio onboarding 3 large salons, 3 entrepreneurs, and a SaaS company (LiQUiD AI).

CRM Systems Automation Tools Customer Support Content Management Data Entry Problem Solving Time Management Attention To Detail Leadership

Quality Control & Assurance Specialist

Telat (Carvana)

Nov 2022 - Oct 2024 (1 year 11 months)

Developed automation tools for vehicle data entry, reducing manual input by 75% and achieving 97% accuracy in compliance-critical records. Designed an Excel automation tool for Carvana
sell-to-carvana, buying and verification processing, reducing manual entry by 75% and boosting accuracy to 97% (critical for compliance).

Quality Control Data Entry Automation Excel Compliance Process Optimization Problem Solving Attention To Detail Reporting

Quality Assurance Specialist

Telat (Carvana)

Apr 2022 - Nov 2022 (7 months)

Managed 57+ daily customer records in Salesforce, resolving discrepancies maintaining 60+ WPM with 98% accuracy (aligned with legal data standards). Conducted customer satisfaction audits and provided actionable feedback.

Salesforce Customer Advocacy Data Management Quality Assurance Customer Satisfaction Auditing Problem Solving Communication Attention To Detail

Education

Degrees, certifications, and relevant coursework

Universidad Nacional Autónoma de México

Postgraduate, Construction Administration & Cost Management

2019 - 2020

Completed a postgraduate program focused on the administration and cost management aspects within the construction industry. Gained expertise in project financial oversight and operational efficiency.

PROCADIST

Certification, Directive and management skills

2019 - 2019

Completed a certification program focused on directive and management skills. Developed competencies in leadership, strategic planning, and team coordination.

PROCADIST

Certification, Time Management

2019 - 2019

Obtained a certification in time management from PROCADIST. Enhanced skills in prioritizing tasks, optimizing workflows, and improving overall productivity.

Universidad Nacional Autónoma de México

Major, Architecture

2011 - 2018

Undertook an extensive architecture major, developing a strong foundation in design principles, structural analysis, and urban planning. Acquired comprehensive knowledge in architectural theory and practice.