profile-images

Glenda P.

Administration , Construction , Customer Success , Operations

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • Microsoft Office Suite
  • Microsoft Teams
  • Zoom
  • Google Workspace
  • Amazon Web Services
  • Verint
  • Zendesk

EDUCATION

Industrial Engineer

Technological University Center


Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

PROFESSIONAL SUMMARY

Administrative Assistant with strong organizational and multitasking capabilities, experienced in coordinating schedules, managing communications, maintaining accurate records, and supporting daily office operations. Adept at streamlining administrative processes, prioritizing competing demands, and delivering high-quality support to cross-functional teams. Recognized for attention to detail, professionalism, and proactive problem-solving, consistently contributing to operational efficiency and a well-structured work environment.

PROFESSIONAL EXPERIENCE

Senior QA Analyst

Allied Global | San Pedro Sula, Honduras l Apr 2021 -  Dec 2025

  • Monitored and evaluated customer service and sales interactions to ensure adherence to quality standards and organizational expectations.
  • Conducted structured feedback and coaching sessions with advisors to enhance performance and customer engagement.
  • Delivered training on processes, tools, and operational guidelines to new hires, supporting successful onboarding.
  • Prepared detailed performance reports and developed targeted improvement plans based on data-driven insights.
  • Contributed to the creation, revision, and maintenance of operational documentation in alignment with COPC standards.
  • Ensured compliance with established quality metrics and customer experience benchmarks.
  • Audited adherence to internal policies, procedures, and regulatory requirements, mitigating operational risk.
  • Identified process improvement opportunities to elevate service quality and increase sales conversion rates.

Service Coordinator

Alorica | San Pedro Sula, Honduras l Dec 2020 - Apr 2021

  • Scheduled and coordinated home service appointments, ensuring efficient resource allocation and timely service delivery.
  • Served as a primary point of contact by providing telephone support to clients and service providers, resolving inquiries and facilitating clear communication.
  • Created, updated, and monitored service tickets, maintaining accurate records and tracking progress through completion.
  • Confirmed upcoming appointments and managed rescheduling requests to accommodate client needs while optimizing operational workflows.

Medical Administrative Assistant

KM2 Solutions | San Pedro Sula, Honduras l May 2020 -July 2020

  • Coordinated the scheduling and rescheduling of dermatology appointments, optimizing provider calendars and minimizing patient wait times.
  • Provided telephone support to address patient inquiries, deliver instructions, and conduct timely follow-ups to ensure continuity of care.
  • Assisted with prescription processing by dispensing medications as directed by clinical staff while adhering to established procedures.
  • Verified and confirmed upcoming appointments, ensuring accurate communication and preparedness for patient visits.
  • Maintained and updated patient records, safeguarding data accuracy and confidentiality in compliance with healthcare standards.

Conflict Resolution Specialist

Allied Global | San Pedro Sula, Honduras l June 2017 - Oct 2019

  • Managed and resolved complex customer conflicts across Frontline Customer Service, Technical Support, and Exclusive Resolution departments, ensuring timely and satisfactory outcomes.
  • Acted as a key escalation point for high-impact service issues, applying problem-solving and de-escalation techniques to restore customer confidence.
  • Collaborated cross-functionally with support teams to investigate root causes and implement effective resolutions.
  • Maintained professionalism and empathy during sensitive interactions, strengthening customer relationships and brand trust.
  • Documented cases thoroughly, tracking resolutions and contributing to continuous improvement of service processes.