Osvaldis - Quality & Assurance Professional with 7+ years in BPO Industry

Santiago de los Caballeros, Santiago Province, Dominican Republicen

Led quality assurance initiatives that improved customer satisfaction scores at Alorica.

Supervised and trained a team of agents, enhancing overall team performance and efficiency.

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Resumen

Dedicated professional with over 7 years in the BPO sector, specializing in quality assurance, team supervision, and process improvement. Adept at enhancing customer satisfaction and operational efficiency through strategic leadership and analytical skills.

Logros Clave

Implemented process improvements resulting in reduced call handling time and increased accuracy.
Developed comprehensive training materials for quality assurance and customer service excellence.

Habilidades

Effective SupervisionAdvanced

Skilled in leading teams, providing guidance, and ensuring high performance standards.

Leadership SkillsAdvanced

Proven ability to motivate teams, foster collaboration, and drive organizational goals.

Effective Time ManagementIntermediate

Capable of prioritizing tasks efficiently to meet deadlines and optimize productivity.

Advanced ExcelAdvanced

Expertise in data analysis, reporting, and process automation using Excel tools.

Idiomas

English(Native language)

Experiencia

Quality & Assurance Agent

Alorica

Nov. 2017 - Feb. 2020

Quality & Assurance Supervisor

Call Center Pros

July 2016 - Sep. 2017

Customer Service Rep.

ERC BPO

Apr. 2015 - June. 2016

Customer Service Rep.

United Nearshore Operations

Mar. 2013 - Dec.2013

Quality & Assurance Analyst

United Nearshore Operations

Dec. 2013 - Feb. 2015

Educacion

Northern Essex Community College

GED Diploma

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