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Results-driven Telesales and Real Estate Sales Professional with experience in premium property markets in the UAE. Strong background in lead qualification, client engagement, and phone-based sales, with a consistent ability to build trust and identify high-intent prospects. Highly skilled in CRM systems, pipeline coordination, and maintaining high standards of client experience and call quality. Recognized for a disciplined work ethic, KPI-focused mindset, and clear potential for progression into senior or team leadership roles within telesales and real estate environments.

Results Driven Focused customer service agent looking for a new challenge in a results-driven environment. Experienced in defining and analyzing customer requests to resolve issues accurately and quickly with high first contact resolution rates. Dedicated To being dedicated and involved in work where I can utilize skill and creatively involved with system that effectively contributes to the growth of organization Goal Oriented Obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership.

Detail-oriented Quality Control Technician with extensive experience in inspections, testing, and documentation. Ensures product quality and compliance with industry standards while implementing corrective actions to enhance process efficiency and uphold high-quality standards.

Results-driven CRM Quality, Customer Experience, and Quality Assurance professional with 7+ years of experience in Customer Support Operations and overall 15+ years of experience in various fields. Contact Centre Operations, Quality Audits, Transaction Monitoring, Escalation Management, Customer Journey Mapping, and Process Improvement. Demonstrated success in leading teams of 50+ customer service professionals, conducting 300+ quality audits per month, and driving measurable improvements in customer satisfaction and operational performance. Improved CSAT by 12%, reduced DSAT by 8%, lowered customer escalations by 5%, and increased team productivity by 30%. Strong expertise in Quality Monitoring, Root Cause Analysis (RCA), Coaching & Feedback, Knowledge Management, Stakeholder Management, SOP Compliance, Training & Development, and Service Excellence. Recipient of multiple Excellence Awards and Best Employee Award. Six Sigma Level 1 certified.

FRITZEL RIVERA MACARAT

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Collaborating Advisor

Quality Analyst

Medical Records Processor

Pre-authorization Representative

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Bachelor of Science - Nursing

Immaculate Heart of Mary Academy - undefined

Minglanilla Science and Technology School - undefined