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Julio
Customer Service & QA Analyst with 10+ years in telecommunications and client management
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Competencies
Provided technical and customer support across multiple roles, ensuring high satisfaction and issue resolution.
Conducted audits, created reports, and helped develop SOPs to ensure quality standards and compliance.
Supervised teams of up to 90 agents, managed schedules, and led initiatives to improve performance.
Implemented Salesforce CRM and managed client and operational data for process streamlining.
Coordinated schedules and facilitated workflows across different teams and client projects.
Education
Languages
Summary
Experienced in providing customer support, quality assurance, process improvements, and team leadership within telecom and client services. Skilled in CRM implementation, training, and operational support across multinational teams.
Key Achievements
- Led multiple audit and process improvement initiatives at Roca Alliance, enhancing team workflows and data quality.
- Supervised large teams at VXI Guatemala and Telus International, focusing on customer support and sales, with documented KPI tracking.
- Deployed Salesforce CRM at Roca Alliance, improving client relationship management and operational efficiency.
Experience
QA Analyst / Sales Ops
Conducted weekly audits to identify process gaps and recommended actionable solutions, improving team performance., Collaborated with clients to assess their needs and implemented Salesforce CRM to streamline their business operations., Assisted with onboarding and training new team members,...
Supervisor
Directed a team of 15 agents across customer service, technical support, and product support operations., Oversaw account maintenance, onboarding new customers, and ensuring timely follow-ups on client inquiries., Maintained organized schedules and documentation, streamlining team workflows and...
Senior Supervisor
Supervised and mentored five teams, totaling 90 agents, focusing on customer service and sales of AT&T residential and business accounts., Coordinated team schedules, ensuring optimal coverage and efficient operations., Researched and implemented best practices for sales strategies,...
QA Analyst
Audited agent interactions weekly to ensure quality standards and regulatory compliance were met., Created detailed performance reports and presented findings to management, offering tailored improvement strategies., Assisted in developing Standard Operating Procedures (SOPs) to streamline auditing...
Customer Service Agent
Delivered technical support for Citibank's online banking services, resolving client issues effectively., Maintained a high level of customer satisfaction by managing inquiries with professionalism and efficiency.