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Gabriel Barbieri

@gabrielbarbieri

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Quality Analyst with expertise in data analysis and customer service.

Romania

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What I'm looking for

I am looking for a role that values collaboration, growth, and impactful customer interactions.

I am a dedicated Quality Analyst with over a year of experience in quality assurance and more than two years as a trainer. My background includes eight years as a lecturer, where I honed my skills in data analysis, quality control, and process management. I am passionate about coaching and mentoring, and I have a proven track record of developing instructional materials that enhance learning and performance.

In my current role at IGT Solutions, I monitor and evaluate customer interactions to ensure compliance with quality standards. My efforts have led to a 20% increase in First-Call Resolution and a 15% boost in customer satisfaction scores. I thrive in team-oriented environments, where I can foster collaboration and improve agent performance through effective coaching and mentoring.

My experience as a Customer Service Specialist has equipped me with the skills to manage complex customer interactions and resolve issues efficiently. I am committed to improving communication and client satisfaction, and I have been recognized for my top performance in this area. I am eager to bring my expertise in quality assurance and customer service to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

IGT Solutions

Feb 2024 - Present (1 year 3 months)

As a Quality Assurance Analyst, I monitored and evaluated customer interactions to ensure compliance with quality standards and identify areas for operational improvement. I increased First-Call Resolution by 20% and boosted CSAT scores by 15%. I provided coaching and mentoring to agents, improving communication and service quality.

Quality Assurance Data Analysis Microsoft Office CRM Systems

Customer Service Specialist

IGT Solutions

Jan 2023 - Feb 2024 (1 year 1 month)

Managed customer interactions and resolved complex issues using CRM tools like Salesforce. My customer-focused approach improved communication and client satisfaction by 10%. Recognized as Employee of the Month for top performance.

Customer Service CRM Systems Conflict Resolution Problem Solving Communication

Language Instructor

Self-employed

Jan 2022 - Jan 2023 (1 year)

Developed and delivered tailored lessons in English and Spanish for students at various proficiency levels. Improved student engagement and retention through dynamic presentations and interactive sessions.

English Spanish Teaching Communication

Professional Development Course Instructor

CEBRAC

Jan 2020 - Jan 2021 (1 year)

Designed and delivered personal development classes using interactive methodologies. Improved students' professional skills and prepared them for career advancement through engaging training sessions.

Coaching Mentoring Presentation Skills Curriculum Design