Experienced in QA, account, and project management within the call center industry since 2005, with a proven track record of team expansion, client satisfaction, and account retention across various lines of business.
Managed quality assurance processes across multiple accounts, ensuring performance targets are met.
Oversaw client accounts, maintained client relationships, and ensured high levels of service quality.
Expanded and led QA teams and managed process improvements for large teams.
Handled process administration for large accounts, implementing customer satisfaction strategies.
Fusion BPO Services
Exceeded client’s expectations leading to the acquisition of the CLF Project and Escalations Project., Expanded the Quality Assurance Team.
Fusion BPO Services
Managed quality assurance for multiple accounts and exceeded Client’s QA targets., In charge of quality assurance for a total of 8 accounts.
Focus Services
Increased manpower by 200% through new customer satisfaction techniques., Managed process administration for a large account.
BA
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Bilingual proficiency and active listening skills used to negotiate and improve team and client communications.
