Quality Assurance Manager

PROFILE

• Public accountant and auditor with strong interpersonal, team-building, project management and analytical skills, Five years experience in call center environment.

• Responsible for the design and development of reports for senior management to track absences and attrition for 2,500 employees.

• Proficient with Windows, Mac OS, MS Office specialized in Excel, currently learning Php, and Mysql software programs.

• Fluent in Spanish and English.

EDUCATION

Bachelor in Public accountancy and auditing Completion August 2002

MONTERREY CENTRE OF UNIVERSITY STUDIES

Monterrey Mexico

PROFESSIONAL EXPERIENCE

Teleperformance, Mexico 2005-Present

The largest global footprint in the industry with 276 contact centers in 51 countries, servicing over 75 markets and 24 geographically diverse locations. The Mexican company has 2,500 employees and is located in Monterrey.

Reporting to the Human Resources Manager

Retention Specialist, 2008-Present

• Reduced the rate of attrition of the company from 12% to 8% monthly the equivalent of 100 employees per month

• Saved costs of recruiting and training for new hires equivalent to US$1,000 per employee (US$100,000 per month)

• Lead and moderate weekly meetings with all members of the different departments’ staffs to control and manage the attrition and absences.

• Generating and distributing Attrition and Absences reports that include over 2,500 employees over the company.

Instructor, 2008

• Training new hires in client programs surpassing its ‘Issue Resolve and Quality Performance Indicators’ goals.

• Obtained certification from New Hire Delivery Trainer by the Sprint University.

Supervisor, 2007

• Reached first place in ‘Issue Resolve and Quality Performance Indicators’ for a team of 20 service agents (April 07).

• Obtained second place in sales (May 07) of the whole Sprint customer care Monterrey, Mexico project.

Quality Agent, 2006-2007

• Quality assurance and development to the operational area, reached third place in calibration internal processes.

Jose Luis Torres

Messages: 604-***-****

Email: *************@*****.***

PROFESSIONAL EXPERIENCE (CON’T)

Customer Care Agent 2005-2006

• Resolved over eight customer care calls per hour. Obtained first place among five hundred employees in additional lines sales on the department (May 06).

Route 73 Bus line, Mexico 1999-2005

Business Associate, Manager 1999-2005

• Improved the efficiency of the daily driver reporting process by 50%

• Increased ticket sales by 25% monitoring drivers.

• Expanded from two to seven buses.

Juan Antonio Cedillo and Company Accounting Firm 2003

Auditor, 2003

• Responsible of Income, expenditures, deductibility reviews

• Recognized for achieving 50 reviews of invoices within 6 hours

SPECIALIZED TRAINING

Five Star Leadership, Monterrey (Diploma) 2007

Sprint University Delivery Training (Certificate) 2008

Advanced Excel, Computer Monterrey School (20 Hour course) 2009

High Performance Leadership, Monterrey (16 Hour course) 2010

INTERESTS AND ADDITIONAL SKILLS

Interest- Running, reading

Additional Skills - web development, computer hardware repair, reading, video edition and production

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