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Nicolas Augusto Acevedo Valenzuela's avatar
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Nicolas Augusto Acevedo Valenzuela

San Salvador, San Salvador Department, El Salvador

Quality Assurance & Account Management with 15+ years in Call Centers

  • 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.
Quality Assurance
Advanced
Managed quality assurance processes across multiple accounts, ensuring performance targets are met.
Account Management
Advanced
Oversaw client accounts, maintained client relationships, and ensured high levels of service quality.
Team Leadership
Intermediate
Expanded and led QA teams and managed process improvements for large teams.
Process Administration
Intermediate
Handled process administration for large accounts, implementing customer satisfaction strategies.
Communication Skills
Expert
Bilingual proficiency and active listening skills used to negotiate and improve team and client communications.

Languages

Spanish
Fluent
English
Fluent
See Full Skillset on CazVid
Oct 2020 - to date
Quality Assurance Manager
Fusion BPO Services
Exceeded client’s expectations leading to the acquisition of the CLF Project and Escalations Project., Expanded the Quality Assurance Team.
2015 - 2018
Account/Quality Manager
Fusion BPO Services
Managed quality assurance for multiple accounts and exceeded Client’s QA targets., In charge of quality assurance for a total of 8 accounts.
2010 - 2014
Account Manager/Process Administrator
Focus Services
Increased manpower by 200% through new customer satisfaction techniques., Managed process administration for a large account.
View Complete Work History
🎓
Escuela de Aviacion Militar Cap PA Guillermo Reynaldo Cortez
BA
See Education & Certifications

Call Center Management Positions

Experience in the Call Center business since 2005, management experience in QA, account and project management, experience in all kinds of LOBs.

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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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