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Nicolas
Quality Assurance & Account Management with 15+ years in Call Centers
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Competencies
Managed quality assurance processes across multiple accounts, ensuring performance targets are met.
Oversaw client accounts, maintained client relationships, and ensured high levels of service quality.
Expanded and led QA teams and managed process improvements for large teams.
Handled process administration for large accounts, implementing customer satisfaction strategies.
Bilingual proficiency and active listening skills used to negotiate and improve team and client communications.
Education
Languages
Summary
Experienced in QA, account, and project management within the call center industry since 2005, with a proven track record of team expansion, client satisfaction, and account retention across various lines of business.
Key Achievements
- Led expansion of Quality Assurance team and managed multiple accounts, exceeding client expectations.
- Secured acquisition of key projects such as CLF and Escalations through quality management.
- Increased manpower by 200% at Focus Services utilizing new customer satisfaction techniques.
Experience
Quality Assurance Manager
Exceeded client’s expectations leading to the acquisition of the CLF Project and Escalations Project., Expanded the Quality Assurance Team.
Account/Quality Manager
Managed quality assurance for multiple accounts and exceeded Client’s QA targets., In charge of quality assurance for a total of 8 accounts.
Account Manager/Process Administrator
Increased manpower by 200% through new customer satisfaction techniques., Managed process administration for a large account.