Experience

Vocus

• Public Relations and Communications Services
• 100 - 200 Employee

• Lead Generation Representative

  • Feb 2013 - Present



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Analytical Quality Specialist

  • Jan 2011 - Dec 2011

  • Handled or Managed 3 programs involving Mitac, Netgear and Supportrix service, identified, Ad hoc activities and championed continuous quality improvement initiatives per program• Conduct internal audits to measure and assure adherence to established Quality Assurance standards for development, integration and program performance and documentation.• Cultivate and disseminate knowledge of quality assurance best practices through coaching, calibration sessions and huddles. • Handled or Managed 3 programs involving Mitac, Netgear and Supportrix service, identified, Ad hoc activities and championed continuous quality improvement initiatives per program• Conduct internal audits to measure and assure adherence to established Quality Assurance standards for development, integration and program performance and documentation.• Cultivate and disseminate knowledge of quality assurance best practices through coaching, calibration sessions and huddles.



VXI Global Solutions, LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance Analyst

  • Jul 2008 - Jan 2011

  • Responsible for analyzing & monitoring agent’s scores and areas of opportunities to improve their Metrics like Average handling time, Quality call handling and Customer satisfaction rate.• Ensures strictly adherence of Quality Line item definitions to meet client needs. Thru Call recording and real time side by side monitoring.• Responsible for Calibration with the clients to avoid customer complaints and to achieve customer satisfaction. • Responsible for analyzing & monitoring agent’s scores and areas of opportunities to improve their Metrics like Average handling time, Quality call handling and Customer satisfaction rate.• Ensures strictly adherence of Quality Line item definitions to meet client needs. Thru Call recording and real time side by side monitoring.• Responsible for Calibration with the clients to avoid customer complaints and to achieve customer satisfaction.



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• ICT Group- Quality Assurance Monitor

  • Jan 2006 - Feb 2008

  • Develop and maintain sales materials and product refresher modules• Responsible for all sales activities in assigned accounts. Manage quality and consistency of product and service.• Coach and train production staff, prepare on the job training programs. Evaluate performance of Agents, recommends promotion, additional training or manage-out non-performing individuals.• Prepare Weekly and Monthly Reports regarding the operations/ production staffs’ performance. • Develop and maintain sales materials and product refresher modules• Responsible for all sales activities in assigned accounts. Manage quality and consistency of product and service.• Coach and train production staff, prepare on the job training programs. Evaluate performance of Agents, recommends promotion, additional training or manage-out non-performing individuals.• Prepare Weekly and Monthly Reports regarding the operations/ production staffs’ performance.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Jan 2004 - May 2005

  • Maintains accurate records of all sales and prospecting activities including sales calls, presentations, closed sales, and follow-up activities to achieve high customer satisfaction rate.• Present and sell company products and services to current and potential clients.• Up sells and upgrades Customers’ mobile phone subscription by maximizing all opportunities in the process of closing a sale. • Maintains accurate records of all sales and prospecting activities including sales calls, presentations, closed sales, and follow-up activities to achieve high customer satisfaction rate.• Present and sell company products and services to current and potential clients.• Up sells and upgrades Customers’ mobile phone subscription by maximizing all opportunities in the process of closing a sale.