Lauren Gomez

Quality AnalystFull Time

• Job Details:Answer inquiries about membership, accounts, and our services via phone and email. Field questions across a broad range of areas: billing, cancellations, guest experience, and host quality. Ensure that customers receive the highest quality of service and that all issues are resolved in the shortest possible time. I submitted weekly and monthly quality reports, identifying potential quality issues per defined process, escalating quality issues immediately to management, and attending Weekly Business Reviews with assigned campaign TLs/OMs/Clients.

Customer AssistantFull Time

• Job Details:Answering incoming calls from customers in relation to collection requests, along with delivery queries. Sorting and allocating premium and distance deliveries. Checking and investigating (when needed) failed deliveries/collections. Prioritising and re-allocating failures for the next day delivery as required.