Florencia Rodriguez Teran
@florenciarodriguezte
Quality Experience Analyst improving customer service through coaching, QA, and data-driven process improvements.
BulgariaWhat I'm looking for
I am a Quality Experience Analyst with experience evaluating support performance, coaching teams, and improving customer service standards in digital support environments. I specialize in maintaining quality standards and delivering actionable feedback to support teams.
As a Subject Matter Expert I supported onboarding, training, and knowledge sharing, led shadowing sessions, and guided agents through complex customer cases. I focus on identifying recurring performance trends and escalating insights to improve the customer experience.
During my tenure at TELUS International I evaluated customer support interactions, prepared QA documentation, and collaborated with team leads and operations managers to drive performance improvements. I bring strong communication, adaptability, and efficiency in remote, fast-paced environments.
My background includes 10+ years in customer-facing hospitality roles, including pastry chef experience in a Michelin-starred restaurant, which reinforced my attention to detail, organization, and commitment to quality.
Experience
Work history, roles, and key accomplishments
Evaluated customer support interactions to ensure compliance with quality standards, delivered structured coaching that improved service accuracy and tone, and surfaced recurring performance trends to drive experience improvements.
Provided subject-matter guidance and led shadowing and knowledge-sharing initiatives to improve team performance, supported onboarding and ensured consistent application of internal policies and quality standards.
Customer-Facing Professional
Hospitality Industry
Jan 2012 - Dec 2024 (12 years 11 months)
Over 10 years in fast-paced customer-facing roles, developing service, organization, and problem-solving skills; worked as a pastry chef in a Michelin-starred restaurant requiring strict quality and precision.
Education
Degrees, certifications, and relevant coursework
STARPYH
Certificate, Pastry Chef
2013 - 2014
Completed a pastry chef career program focusing on culinary techniques and pastry preparation from 2013 to 2014.
Availability
Location
BulgariaAuthorized to work in
Job categories
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