Open to opportunities

Yoselyn Garcia

@yoselyngarcia

Message

I’m a customer experience quality assurance analyst focused on improving satisfaction through actionable coaching.

Guatemala

Message

What I'm looking for

I’m looking for a CX/QA role where I can monitor quality, coach teams with constructive feedback, ensure compliance, and use tools like Power BI and Salesforce to improve customer satisfaction.

I’m a Customer Experience Quality Analyst with experience optimizing service performance and strengthening compliance practices to improve customer satisfaction and business profitability. I monitor and evaluate interactions between customer service agents and clients to identify trends and patterns, then provide constructive and actionable feedback to enhance team performance and ensure adherence to client quality guidelines.

In Q2 2023, I was selected as an “ATENTO Warrior,” contributing to my team achieving goals for 11 out of 12 months. I take pride in using quality control and clear coaching to turn patterns into measurable improvements.

Before QA, I supported streaming customers (Disney + and Star +), handling backoffice interactions for technical support and billing inquiries across the LATAM area, and coordinating resolutions for incorrect data and missing information for B2B and B2C customers. I also worked in customer support and content moderation, and I’ve supported recruiting during high-demand seasons—managing candidate pipelines, scheduling and leading interviews, and helping onboard 60 agents.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Quality Analyst

Current

Atento S.A.

Apr 2022 - Present (4 years 3 months)

Worked as a Customer Experience Quality Analyst for EZCater by monitoring and evaluating customer service interactions to identify trends and patterns. Provided actionable feedback to improve team performance and ensure adherence to client quality guidelines; selected as an ATENTO Warrior in Q2 2023 contributing to goals for 11 of 12 months.

Trend Analysis Compliance Customer Satisfaction Quality Control

Recruiter

Atento S.A.

May 2024 - May 2024 (0 months)

Supported ramp-up for clients’ high season by managing candidate pipelines and scheduling. Coordinated and led interviews for prospects.

Recruitment Candidate Pipeline Management Interview Scheduling Interviewing High Season Staffing Support

Customer Support Specialist

TELUS International

Jul 2021 - Apr 2022 (9 months)

Provided backoffice customer support for Disney+ and Star+ across LATAM, including technical support and billing inquiries for B2B and B2C customers. Resolved issues such as incorrect data and missing information and also supported social apps with content moderation, tech support, and troubleshooting.

Customer Support Technical Support Billing Support Troubleshooting Data Correction Missing Information Resolution Content Moderation B2B Support

Education

Degrees, certifications, and relevant coursework

Universidad Rafael Landívar

Bachelor's degree, Human Resources Management

2020 - 2024

Activities and societies: Professional internship at Salcajá City Hall (2024); led 2 projects on performance review guidelines and non-monetary motivation.

Pursued Human Resources Management with a focus on industrial and organizational (I-O) psychology and how it applies to individual, group, and organizational behavior at work. Completed a professional internship at Salcajá City Hall (2024) and led two projects to develop guidelines for professional performance reviews and non-monetary motivation.