C programing
DANIEL ESDUARDO HERNÁNDEZ SOTO
Customer Service Representative
Mixco
Summary
Results-driven Customer Service Representative with over 7 years of experience in sales, billing, tech support, and customer care. Excited about contributing to a new company's success by leveraging proven skills. Recently transitioned to the QA department, gaining over 2 years of experience collaborating across multiple countries to identify areas for improvement and establish a strong foundation for quality assurance processes, including call records and disciplinary procedures.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
Work History
QA Analyst
Lean Solutions Group
10.2023 - 06.2025
- Improved software quality by executing thorough test plans and identifying defects before release.
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
Logistics Coordinator
Lean Solutions Group
04.2023 - 06.2025
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
- Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
- Managed cross-functional teams for efficient project execution and timely completion.
Costumer Service Representative
Conduent
10.2021 - 11.2022
- Support: gained experience as floor support for over 15 team members during 120+ hours.
Customer Service Representative
Alorica
10.2018 - 10.2020
- Teamlead: assisted current supervisor, answering questions from staff as well as providing guidance and feedback when needed.
- Temporary Supervisor: organized and directed the staff, assessing the work of +50 employees and providing them with feedback to improve overall performance.
- Mentor: assisted +50 new hires, introducing them to the type of calls received and helping them manage the systems required to provide assistance to our costumers.
- Voice ticket: communicated in real-time with USA clients about the main issues we faced as representatives and implemented solutions that favored both sides.
- Achieved recognition as Best Costumer Service representative of the month, for 3 consecutive months.
- Awarded the "1% award", which recognized my performance being in the top 1% of all representatives on site.
Education
Bachillerato - Ciencias y Letras
Christian American School of Guatemala
Skills
Microsoft Excel
undefinedSoftware
Timeline
QA Analyst
Lean Solutions Group
10.2023 - 06.2025
Logistics Coordinator
Lean Solutions Group
04.2023 - 06.2025
Costumer Service Representative
Conduent
10.2021 - 11.2022
Customer Service Representative
Alorica
10.2018 - 10.2020
Bachillerato - Ciencias y Letras
Christian American School of Guatemala
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