Marta Villalongo
Carolina
Summary
Accomplished Quality Assurance Manager with more than 25 years of experience in Customer Experience and a proven track record at LUMA, enhancing team performance through strategic planning and effective leadership.
Three years of administration inside VoC , pioneering a new method to listen to the voice of the customer in Puerto Rico through a dynamic ecosystem that allows us to listen and effectively contribute with all teams in Customer Experience to achieve CSAT.
Skilled in operations management and fostering teamwork, I've driven continuous improvement initiatives, significantly boosting organizational efficiency and collaboration.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager
LUMA
San Juan, Puerto Rico
06.2022 - Current
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
Quality Assurance Supervisor
LUMA
San Juan, Puerto Rico
08.2021 - 06.2022
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
- Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
Executive Advisor
Puerto Rico Electric Power Authority, PREPA
San Juan, Puerto Rico
09.2013 - 06.2021
- Defined functional, usability, reliability, performance and support requirements of system.
- Designed tailored training programs for executive leadership teams to enhance their skills in areas such as communication, negotiation, and conflict resolution.
- Advised on mergers and acquisitions transactions, conducting due diligence assessments to ensure optimal outcomes for all parties involved.
- Mentored junior team members, providing guidance on best practices in management consulting and professional development.
- Served as a trusted advisor to C-suite executives, offering guidance on complex business issues and decision-making processes.
Education
Bachelor of Science - Communications
UNIVERSIDAD DE PUERTO RICO
San Juan, Puerto Rico05.1998
Skills
- Strategic Planning
- Verbal and written communication
- People Management
- Operations Management
- Certified Process Manager
- Staff Development
- Teamwork and Collaboration
- Effective leader
- Goal Setting
Accomplishments
- Committed to our company's goals to achieve CSAT, significantly elevated the caliber and volume of QA Assessments across all aspects of CX, precipitating a remarkable surge of over 25% enhancement in pivotal areas such as the Contact Center, surpassing annual objectives with cost saving alternatives
- Accomplished a remarkable 40% increase in QA Calibrations compared to the previous year, demonstrating substantial growth and proficiency.
- Documented and resolved more than 10 findings in deviations which led to changes in procedures, process improvements and training initiatives.
- Supervised, coach, trained and developed team of 30 staff members.
- Assist Director in all tasks regarding administration, initiatives, work plans, VoC program and LUMA culture
- Increased number of areas impacted by QA
- Collaborate with Customer Success Manager to streamline processes and empower teams
- Structured and refined database to meticulously monitor enhancements and opportunities in VoC
- Implemented LUMA value moment in all meetings with teams across the organization to ensure and embrace our mission, vision and branding
Certification
- PROCESS MANAGEMENT CERTIFICATION APQC 2024 MARCH
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Quality Assurance Manager
LUMA
06.2022 - Current
Quality Assurance Supervisor
LUMA
08.2021 - 06.2022
Executive Advisor
Puerto Rico Electric Power Authority, PREPA
09.2013 - 06.2021
Bachelor of Science - Communications
UNIVERSIDAD DE PUERTO RICO