Nicolas - Quality Assurance & Account Management with 15+ years in Call Centers
Resumen
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.
Video Resume
Logros Clave
- Increased manpower by 200% at Focus Services utilizing new customer satisfaction techniques.
Habilidades
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.
Idiomas
Experiencia
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.
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.
Account Manager/Process Administrator
Focus Services
Increased manpower by 200% through new customer satisfaction techniques., Managed process administration for a large account.
Educacion
Escuela de Aviacion Militar Cap PA Guillermo Reynaldo Cortez
BA