Summary
Work History
Education
Skills
Timeline
Generic

Jordy Vasquez

Operations Manager/Supervisor
Guatemala City

Summary

Results-driven professional with 10 years of experience in the BPO industry, including seven years in supervisory and Operations management roles, decision -making, and optimizing operational efficiencies.

Work History

Quality analyst

  • Listen, review, score & submit QA forms in system with final findings and reviews for each agent of my team
  • Listen, review & submit coaching's for Client calibrations on a weekly basis
  • Coach each agent delivering findings, and AOOP found on every call submitted
  • Submit coaching with improvement plans to make sure each agent reach Kpi's
  • Improvement follow ups for each agent to assure agents follow policies and maintain a good customer service Quality
  • Review of client escalations, disciplinary processes, suspensions or terminations.

Operations Supervisor

ACT Guatemala
1 2022
  • Review agents performance on weekly & daily basis
  • Create structure bonus based on Skills
  • Present weekly and monthly results based on contractual KPIs
  • Create Coaching sessions for performance review weekly and monthly stats
  • Create 2 weekly QA monitors to check on agents performance, customer service, and soft skills
  • Create weekly and monthly action plans for performance improvement
  • Create attendance reports, projected hrs, and performance bonus reviews
  • Follow HR procedures such as payroll, suspensions and terminations for bottom performance agents
  • Annual performance reviews
  • Attended weekly client call to review agents performance
  • Offline work productivity, daily audits for agents performance
  • Video calls for Leadership academy to create confidence and learn how to properly coach agents for performance review
  • Present weekly updates for new policies with client
  • Create attendance, aux daily reports for each member of the team
  • Audit Fraudulent activities for customer accounts.

Retail Support-retention-sales representative

ACT Guatemala
01.2017
  • Provide support to retail stores with manual order (sales orders)
  • Responsible to enter order with 100% accuracy to assure sale was going to be completed successfully
  • Add new services, downgrade services
  • Review billing issues
  • Installment plan agreements
  • Basic troubleshooting
  • Payments
  • Cancellations
  • Retain customers
  • Sale new services to new and existing customers
  • Negotiate with customers new promos & packages.

Customer service

TELUS International
01.2016
  • Customer service calls such as billing, payment arrangements, collections concerns, installment plan agreements, sales.

Customer Service Representative

EGS
01.2015
  • Customer service calls such as billing, payment arrangements, activations for new service lines, installment plan agreements, sales.

Customer Service Rep

Allied Global
01.2014
  • Customer service for Prepaid Services
  • I was responsible for add prepaid card to refill service, basic troubleshooting, cancel lines, sales.

Education

High School Diploma -

Liceo Valle Del Sol
Guatemala
05.2001 -

Skills

  • Continuous Improvement
  • Materials Inspection
  • Report creation
  • Cost-reduction methods
  • Training implementation
  • Quality Improvement
  • Training material development
  • Project Planning
  • Customer Focus
  • Decision-Making
  • Results and Deadline-Driven
  • Collaborative Team Player
  • Customer Service
  • Written Communication
  • Team Mentoring
  • Correction action planning

Timeline

Retail Support-retention-sales representative

ACT Guatemala
01.2017

Customer service

TELUS International
01.2016

Customer Service Representative

EGS
01.2015

Customer Service Rep

Allied Global
01.2014

High School Diploma -

Liceo Valle Del Sol
05.2001 -

Quality analyst

Operations Supervisor

ACT Guatemala
1 2022

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Jordy VasquezOperations Manager/Supervisor