Marlon Josué Cornavaca Alarcón Email & Phone Number

Managua

Trax Retail is a global company specializing in data analytics and computer vision solutions for the retail sector. The company leverages advanced technologies such as artificial intelligence, machine learning, and computer vision to help retailers gather accurate and valuable data on inventory and in-store operations.As a Quality Analyst, my responsibilities include:1. Guarantee that each collected value meets quality standards.2. Verify the originality of images and information.3. Identify discrepancies in location matching and timestamps.4. Prepare quality reports for assigned projects.5. Meet established deadlines for assigned projects.6. Use critical thinking and analytical skills to prevent fraud.7. Elaborate bulk QA approval templates using Excel and internal tools.

Managua, Nicaragua

I worked as a Quality Analyst for XBOX Support. My duties included:1. Quality Control monitoring. 2. Conducting Coaching and feedback sessions.3. Reviewing and raising awareness on scores with low customer satisfaction.4. Conducting audits to detect fraud.5. Onboard new hires on QA rubrics.6. Attend weekly meetings and calibrations.7. Meet with team leaders to build action plans aimed at improving team performance.8. Promote company values through behaviors and attitudes.9. Provide support to team members with quality-related inquiries.For four months, I was part of an international team in Bulgaria, where I actively and successfully contributed to improving the quality of their processes.

Managua, Nicaragua

I worked as a Technical Support Agent for the Windows operating system before being promoted to Quality Analyst for Xbox technical support. During my time in this role, my responsibilities included:1. Managing incoming chat interactions and calls to assist customers with technical support issues for Windows operating systems.2. Handling the portfolio of unresolved cases.3. Utilize technical support and customer service skills to ensure an excellent customer experience.4. Meeting established quality parameters.5. Achieving key objectives, including customer satisfaction, contact resolution, and return rate.

Managua, Nicaragua

In this role, my primary responsibility was to drive performance, motivation, attendance, and professional growth for my sales team, which generally consisted of 14 to 18 representatives. My responsibilities included:1. Conducting quality monitoring for members with medium-low performance.2. Auditing calls.3. Conducting daily feedback sessions.4. Handling supervisor call requests.5. Using strategic and motivational ideas to drive performance.6. Supervising and preparing hourly performance reports.7. Adhere to the action plan prepared in the weekly managers' meeting.8. Host team meetings to review performance, share relevant information, and generate ideas as a group for continuous improvement.

Managua, Nicaragua

Sales representative for hotel reservations.• Incoming calls for hotel room reservations (worldwide).• Comply with the required quality parameters and releases.• Build a relationship, gain trust, and create a sense of urgency to close each sales opportunity.• Collection of personal information and credit cards (Complying with the protection of personal information)• Track booking details/changes via email

Managua, Nicaragua

During my period of work in this position I had the following responsibilities:• Contact customers with delinquent credit cards through an automated calling system.• Comply with call quality procedures.• Carry out analysis, management and collection of clients with delinquent credit cards less than 30 days past due.• Meet the established metrics, regularly based on the portfolio recovery success rate.In the entire year that I held this position, I managed to be the #1 collector in my team 9 out of 12 months