Hugues - Welcome to CazVid!

Directed backend operations for the Samsung campaign LMS; automated bulk enrollments and ensured 100% compliance tracking for technical repair and customer service certifications., Orchestrated multifaceted training schedules for a high-volume workforce, balancing classroom time with live production to ensure 0% impact on campaign coverage., Translated raw performance data into actionable insights, helping agents improve technical troubleshooting speed (AHT) and customer satisfaction (CSAT) ratings.

Managed complex labor schedules for large-scale hospitality staff, ensuring 100% operational readiness for high-revenue events., Coordinated facilities and equipment while serving as the primary liaison between administrative needs and operational execution.

Established rigorous Excel-based tracking systems to monitor KPI improvements and strict HIPAA compliance benchmarks for the Radnet (Radiology) campaign., Reduced new hire 'nesting' time by 15% through the implementation of data-driven coaching and targeted performance monitoring., Managed facility logistics for the Sambil Mall training site, overseeing equipment allocation and scheduling for 200+ agents simultaneously., Identified trends in denied medical claims/errors and deployed specific training modules to improve agent accuracy and overall campaign scores.