Experienced manager with expertise in contact center operations, training, quality assurance, and client relations within the BPO industry.
Oversaw daily operations, team management, and process improvement in BPO contact centers.
Managed staffing, scheduling, and SLA compliance for multiple client accounts.
Designed and implemented training programs, monitored support channels, and ensured quality standards.
Acted as primary point of contact for client communication and process improvement initiatives.
Teleperformance
Back Office support for the Trust & Safety Dept. of a renowned Tech Company., Led the first ‘cross-LOB’ Project within said organization, which involves researching, analyzing, and presenting important information [major events & breaking news] within the organization, aside from...
American Customer Connections
In charge of both departments and direct PoC for client communications., Developing training materials and product knowledge “wikis”, scheduling and forecasting, new hire onboarding, coaching current employees, assisting supervisors/team leaders with mentoring exercises, and conducting process...
TechPro
Quality Assurance Specialist monitoring live phone, email and chat support channels for Customer Service, Tech Support, and Payment Processing accounts in the Sports & Finance Industries.
Precision Solar
Psychosocial Engineering
Business Process Intelligence
Data Science & Analytics Certification
Project Management Diploma
Decentralized Technologies SME
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