Summary
Overview
Work History
Education
Skills
References
Languages
Language
Timeline
Generic
María Alejandra Domínguez Alvarado de Salvador

María Alejandra Domínguez Alvarado de Salvador

Guatemala City,01

Summary

Quality Analyst with significant experience in performance auditing and metric enhancement at VXI Global Solutions. Conducted over 80 evaluations weekly, utilizing strong analytical skills to drive continuous improvement. Expertise in optimizing procedures and monitoring performance initiatives to achieve quality outcomes. Dedicated to fostering a results-oriented environment and efficiently resolving conflicts.

Overview

19
19
years of professional experience

Work History

Quality Analyst

VXI Global Solutions, S.A.
08.2018 - 09.2025
  • Responsible of auditing agents from different LOBs to reach at least 80 evaluations weekly.
  • Responsible of presenting the taskforce results based on the audits to the clients, on a weekly or biweekly basis focusing on the goals, metrics and KPIs from the client.
  • Conducting weekly internal and external calibrations.
  • Responsible of sending the call outs and auditing outliers and bottom performers for different KPIs such as First Call Resolution, Breakage, CSAT, Saves and Sales.
  • SALARY Q7000.00

COLLECTIONS REPRESENTATIVE

Hunter Warfield Inc.
12.2017 - 07.2018
  • Outbound dialing collections, logged in to an outbound dialing system, communication with a data base of consumers in debt with properties, communicating balance, negotiating settlements and payment methods to achieve goals required by the company.
  • SALARY $566.00 + $34.00 + Production Bonus

HR GENERALIST

QUALITY VERIFICATION SERVICES, S.A.
06.2016 - 11.2017
  • Reporting and compliance with local regulation (Social Security – IGSS, IRTRA, Labor Ministry), policy development and documentation, manage employee relations, issue company communications to employees, issue Social Security (IGSS) certificates for employees, create payroll, employee services and counseling.
  • SALARY Q7,000.00

CUSTOMER SERVICE SUPERVISOR

RIGHTSOURCE / GUATECALL
08.2013 - 06.2016
  • Retentions and customer service, generate customer reports, monitor and provide feedback to agents, email and phone communication with account owners, billing and invoicing services, attend supervisor calls, motivate agents to improve performance, solve problems as required.
  • SALARY Q6,000.00 + Bonuses

CUSTOMER SERVICE REPRESENTATIVE

ACS/BPS
11.2012 - 07.2013
  • Customer service representative.
  • SALARY Q4,100.00 + Bonus

CORPORATE QUALITY ASSURANCE INTERNATIONAL (Control de Calidad Internacional)

ALLIED GLOBAL, S.A.
01.2007 - 11.2012
  • Monitor different call centers, generate call monitoring reports, quality control assurance and reporting.
  • SALARY Q4,400.00 + Bonus

Education

Bachelor - Marketing

Panamerican Business School
09.2025

Diplomado - Recursos Humanos

Culmen Internacional
01.2019

Secretariado Comercial - Oficinista

Colegio Práctico Secretarial
01.1997

Bachillerato - Ciencias y Letras

Instituto Federico Crowe
01.1995

Secondary School -

Westview Centennial Secondary School
Toronto, Canada
01.1994

Skills

  • Great communication skills
  • Attention to detail
  • Analytical
  • Capability to adapt and learning skills
  • Clear communication with customers and consumers at all levels
  • Reviewing and auditing incidents
  • Reviewing and investigating customer survey responses
  • Conflict resolution
  • Continuous improvement
  • Quality processes
  • Analytical thinking
  • Results and Deadline-driven

References

  • Magister Geremías Josué Salvador, 57562324
  • Magister Raquel Rivas, 35702989
  • Magister Juana Isabel Galdámez, 4187-1632

Languages

  • English, Advanced written and verbal
  • Spanish, Native

Language

Spanish
First Language
English
Advanced (C1)
C1

Timeline

Quality Analyst

VXI Global Solutions, S.A.
08.2018 - 09.2025

COLLECTIONS REPRESENTATIVE

Hunter Warfield Inc.
12.2017 - 07.2018

HR GENERALIST

QUALITY VERIFICATION SERVICES, S.A.
06.2016 - 11.2017

CUSTOMER SERVICE SUPERVISOR

RIGHTSOURCE / GUATECALL
08.2013 - 06.2016

CUSTOMER SERVICE REPRESENTATIVE

ACS/BPS
11.2012 - 07.2013

CORPORATE QUALITY ASSURANCE INTERNATIONAL (Control de Calidad Internacional)

ALLIED GLOBAL, S.A.
01.2007 - 11.2012

Bachelor - Marketing

Panamerican Business School

Diplomado - Recursos Humanos

Culmen Internacional

Secretariado Comercial - Oficinista

Colegio Práctico Secretarial

Bachillerato - Ciencias y Letras

Instituto Federico Crowe

Secondary School -

Westview Centennial Secondary School

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María Alejandra Domínguez Alvarado de Salvador