Customer Service Case Manager

ERIC GARCIA RUIZ

PROFESSIONAL

EXPERIENCE

QUALITY & TRAINING MANAGER

**** ** **** ********** *.A

• Supervised a team of 40, including Trainers and

Quality Anslysts to provide support to 450

customer service and sales agents.

• Improvement Project Implementation.

• Monitored KPIs, conducted root cause analysis,

and implemented solutions to enhance service

quality.

• Utilized Six Sigma methodologies (DMAIC) for

Improvement Project Implementation.

• Led customer service journey analysis to enhance final user experience and resolve pain points.

• Provided direct coaching to QAs and Team Leads

responsible for mentoring agents, ensuring a

higher standard of customer service across all

levels.

• Led the annual COPC certification process for the Quality, Training, and Operations departments.

• Developed and implemented training programs to

improve customer support performance.

• Managed quality assurance processes, ensuring

adherence to service standards, avoid potential

malicious behaviors.

• Ensured timely resolution of issues through

collaboration with cross-functional teams.

• Prepared and presented weekly, monthly,

quarterly and annual performance reports to

stakeholders.

• Analyzed raw data to create KPI and key process

dashboards for Operations and Quality, delivered

to Regional management.

• Review and improve SOPs.

EDUCATION

UNIVERSITY

Computer Science – UCAN Leon. (2006-2011)

CERTIFICATIONS & PROFESSIONAL

DEVELOPMENT

• Green Belt Six Gigma – Certiprof/HR B

(2023)

• Business Analytics with Pythin – Smart Data

Consulting (2022)

• Yellow Belt Six Sigma – The Dojo Academy

(2001)

• 7 Quality Tools – The Dojo Academy (2000)

• KPI Improveent & Team Metrics – The Dojo

Academy (2000)

SKILLS &

COMPETENCES

• Bilingual: English & Sapnish (Fluent)

• Improvement Project Implementation

• Call Center Operations & Team Supervision

• QA Audits, Coaching, and SOP Management

• KPI Tracking, Reports, and Performance

Dashboards.

• CRM Systems

• Time Management & Prioritization

• Recruitment, Onboarding & Staff Evaluations

• Active Listening & Conflict Resolution

• Excellent Written and Verbal Communication

• Proficiency in MS Office, G Suite.

Dirección : Rotonda Universitaria 4 C al Norte. Managua Telf. +505-******** / +505-********

email : ************@*****.**

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