Diego - Real-Time Analyst with 5+ years in BPO customer service and quality assurance

Managed multiple dispatch requests prioritizing client needs and product importance to ensure seamless operations.

Evaluated customer calls rigorously to ensure standards compliance and facilitated coaching for improvement.

Facilitated high CSAT scores through effective communication, issue resolution, and relationship management.

Conducted training, role-plays, and modeling to improve sales calls and target achievement.

Manage intraday activities to achieve business goals, service level objectives, and maximize efficiency., Monitor agent work states, schedule and break adherence, and agents exceeding thresholds in real-time.

Evaluated customer service and sales calls to ensure 100% compliance with Quality Assurance standards., Identified performance gaps and provided actionable coaching and structured feedback to support improvement., Coordinated with management to maintain and reinforce quality standards across the...

Conducted training sessions to enhance representatives' product knowledge and sales techniques., Demonstrated effective sales techniques through role-playing and modeling real-world examples.

Provided guidance on complex customer issues and internal processes to ensure resolution., Supported onboarding of new hires with a heavy emphasis on quality, compliance, and operational efficiency.