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Diego
Real-Time Analyst with 5+ years in BPO customer service and quality assurance
Video resume
Contacto
Competencias
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.
Supported new hire onboarding focusing on quality, compliance, and operational efficiencies.
Educacion
Idiomas
Resumen
Diego Castillo has over five years in the BPO sector, covering customer service, sales, and administrative roles. Skilled in real-time monitoring, call evaluation, training, and client relationship management, with a focus on operational excellence and compliance.
Logros Clave
- Managed intraday activities to meet business goals and maximize efficiency at Concentrix El Salvador.
- Evaluated 100% of calls for compliance, identifying performance gaps, and providing actionable coaching.
- Trained sales representatives to enhance product knowledge and sales techniques through structured sessions.
Experiencia
Real-Time Analyst
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.
Call Auditor / Quality Assurance
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...
Sales Coach
Conducted training sessions to enhance representatives' product knowledge and sales techniques., Demonstrated effective sales techniques through role-playing and modeling real-world examples.
Subject Matter Expert (SME)
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.
Sales & Customer Service Representative
Built customer relationships, addressed objections, and negotiated contracts to meet sales targets., Managed inbound inquiries via phone and chat, providing tailored solutions to maintain high CSAT.