Ricarter E.

Over 10 years of experience in the BPO industry, supporting global companies like MoneyGram, Microsoft (Office 365), and Starbucks in roles including Customer Service, Quality Assurance Analyst, Tech Support, and Administrative Coaching. As a Quality Assurance Analyst, I evaluated inbound and outbound calls, analyzed CSAT scores, and provided actionable feedback based on KPIs to improve agent performance and customer satisfaction. I also led administrative coaching by managing schedules, correcting payroll timestamps, ensuring accurate agent payments ,QA evaluations, CSAT analysis and performance reports In the last 3 years, I have expanded my expertise into HR and executive support, assisting a U.S.-based HR Director with: * Employee data management * Payroll validation and timekeeping coordination (Paychex Flex, Deputy) * Benefits coordination and HR roster updates * Process improvements and data automation using Excel and Google Sheets Skills: QuickLearner. Detailed Oriented Professional Team Player