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Joao
Virtual Assistant
Video resume
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Competencies
Demonstrated experience with Team Development.
Demonstrated experience with Operations Management.
Demonstrated experience with KPI Optimization.
Demonstrated experience with Lean Methodology.
Demonstrated experience with Data-driven Decision Making.
Education
Languages
Summary
Virtual Assistant open to new opportunities
Experience
Team Lead, Operations
Directly lead operations for bilingual teams, ensuring 100% achievement of service level agreements (SLAs) and performance targets. Design and implement specialized strategy frameworks that improved Quality Assurance (QA) and Cases Per Hour (CPH) metrics by >96%. Perform deep-dive root cause analysis to eliminate operational gaps and enhance cross-functional efficiency. Spearhead leadership development programs, successfully promoting internal talent to supervisory roles. Develop leadership skills in team members, fostering engagement and growth
Operations Supervisor
Directed a division of 20+ bilingual agents, ensuring absolute compliance with service excellence standards and international client requirements. Orchestrated workforce planning and stakeholder communication to maintain seamless operational flow for global accounts. Executed performance optimization initiatives that led to a significant increase in Cases Per Hour (CPH) while maintaining rigorous QA benchmarks
Bilingual Customer Service Agent
Delivered top-tier bilingual support via chat and email, consistently achieving 95%+ CSAT scores. Recognized as a 'Top Performer' for communication efficiency and complex issue resolution
Recruitment Specialist
Conducted sourcing, interviews, and hiring processes. Orchestrated full-cycle recruitment processes, matching executive-level candidates to specific organizational needs
Skills
Video Transcript
Intro 30 Sec
Hi, my name is Joao Flores, but you can call me Nicholas. I am a charismatic, very organized, proactive, and problem-solver type of person with a background in business administration and a specialization in high management, with over five years of experience in the BPO industry, particularly in customer service, operations, quality, and team leadership. Thanks.