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Nicolle
Especialista en Operaciones y Gestión de Calidad en el Sector de Telecomunicaciones y Tecnología
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Competencies
Experiencia en supervisión, coordinación y mejora de procesos operativos en entornos dinámicos.
Capacidad para realizar seguimiento de KPIs y elaborar reportes para la toma de decisiones estratégicas.
Habilidad para gestionar interacciones, resolver conflictos y mejorar la experiencia del usuario.
Capacidad para motivar, entrenar y evaluar equipos de trabajo en ambientes de alta presión.
Competente en herramientas como Google Sheets, Microsoft Excel, NICE IEX y plataformas de gestión.
Education
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Summary
Especialista en supervisión, análisis y mejora de procesos operativos y de atención al cliente, enfocado en optimizar la eficiencia y satisfacción en entornos dinámicos.
Key Achievements
- Lideró la supervisión de equipos de atención al cliente, mejorando la eficiencia y la calidad del servicio.
- Implementó procesos de verificación de cuentas que aseguraron el cumplimiento normativo y redujeron errores.
- Gestionó la planificación de turnos y recursos, optimizando la productividad en entornos de alta demanda.
- Realizó auditorías de calidad que contribuyeron a mejorar la satisfacción del cliente y la adherencia a políticas.
- Identificó y resolvió casos complejos, garantizando una experiencia segura y confiable para los usuarios.
Experience
Verification & Customer Operations Specialist
Supported customer verification processes and account reviews while maintaining compliance with internal policies and operational procedures.. Investigated account-related cases and ensured accurate documentation and resolution.. Collaborated with internal departments to support operational efficiency and customer experience objectives.. Maintained productivity, quality, and compliance standards in a high-volume remote environment.
Content Moderator
Reviewed user-generated content to ensure compliance with platform guidelines and safety standards.. Identified policy violations and took appropriate actions based on established procedures.. Maintained accuracy and consistency while working in a fast-paced content review environment.
Team Supervisor
Led and coached teams of 10–15 customer service representatives in a high-volume operational environment.. Monitored team performance, attendance, productivity, quality, and service metrics.. Conducted coaching sessions, performance reviews, and development planning initiatives.. Implemented performance improvement strategies that contributed to stronger operational results.. Served as a liaison between frontline teams and management to ensure alignment with business objectives.
Workforce Management Specialist
Managed workforce scheduling and staffing requirements based on business needs.. Performed workforce forecasting and real-time monitoring activities.. Monitored staffing levels, schedule adherence, and operational performance indicators.. Generated reports and analyzed workforce metrics to support operational decision-making.. Collaborated with leadership teams to ensure service level goals were met.
Quality Assurance Analyst
Conducted quality evaluations and performance assessments of customer interactions.. Provided coaching and feedback to improve service quality and compliance.. Identified trends and opportunities for process improvement.. Assisted in training initiatives and quality calibration activities.