Danny H. freelancer experto en Programming Aptitude, Servicio al Cliente, Traducción

Danny H.

QA Supervisor at TELUS International

0 / 5

Guatemala

Traducción y Contenidos

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Sobre mí
In my last  Role as a QA Supervisor for Telus International I was  in charge of leading a group of 4 - 5 Quality analyst that are in charge of monitoring / scoring calls for groups of up to 18 specialists each with the intention of providing Quality feedback aiming for an improvement in processes and the quality of the service provided in general.

I have over 6 years of experience in the Call Center and BPO industry with experience in different departments such as Training, Operations and Quality. in addition I also have worked with different accounts involved in Energy services, Third party Services and and even Beauty product retail.

I have trained 150+ employees in a large variety of topics such as: Soft skills, Google Apps, Leadership, Quality feedback, and much more

I am passionate about customer service and the integration of technology to maximize productivity.
I have a Bachelors degree in Computer Engineering and i'm currently a year away from obtaining my Master's in Business Administration.
Historia laboral
Quality Supervisor at Telus International (Nov 2014 - May 2016):
Supervise a group of 4 Customer Experience Coaches that are in charge of developing the Customer service skills of all 70 Avon customer service specialists based in Quetzaltenango, Guatemala

Operations Supervisor at Telus International (Nov 2012 - Nov. 2016)
Supervise a group of 15-20 customer service specialists in accordance with the KPI's prestablished,  regarding behavior and overall customer service quality.

Trainer at Telus International (Feb 2010 - Nov 2012)
Develop training material and train all necessary personnel (normally 20-25 employees at a time)in regards to company policies and system utilization focusing mainly on customer experience

Quality Analyst at Telus international (Aug 2009 - Feb 2010 )
Monitor and evaluate the performance of Customer service Advocates to determine Areas of opportunity and based on these provided feedback to achieve and promote Best in class Customer service.

CSR at Telus international (Mar 2009 - Aug 2009)
Provide Best in class customer service to customers that call TXUE’s customer service line
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