Who is Alejandro Ramos? Overview
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Alejandro Ramos is listed as Global Customer Experience Lead at HCLTech, based in Guadalajara, Jalisco, Mexico. AeroLeads shows a matched LinkedIn profile for Alejandro Ramos.
Alejandro Ramos previously worked as Quality Assurance Analyst at Hcl Technologies and Quality Assurance Specialist at Tata Consultancy Services.
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Email format at HCLTech
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HCLTech
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Profile bio
About Alejandro Ramos
+8 years of experience in BPOs, specialized in the areas of Customer Service and IT Support. Most of my professional years I've worked in management and administrative roles such as Quality Assurance Management and Operations Team LeadershipExperienced in the following industries: Retail, Financial and Construction with different teams worldwide.Outgoing, patience and hardworking. Team work believer. Eager to learn and grow on my professional career and personal experiences.
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8 roles
Alejandro Ramos work experience
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Global Customer Experience Lead
CurrentCollect, coordinate and analyze satisfaction data (CSAT/DSAT) within the IT field for the services provided to end-users.Work closely with stakeholders from different vendors across different areas of support such as: Service Desk, Field Support, Networking, App Development & Functional issues and IT security to ensure the action plans are executed to increase the satisfaction rates.Leading Global CX team to achieve the SLA agreements by building KPIs and continuous analytics testing plans.
Jul 2023 - Present
Quality Assurance Analyst
Quality assurance management. In charge of continuous improvement plans, mitigation items, report building and strategies. Assess and analyze data of audits performed in order to provide constructive and significant feedback to service desk agents in order to collaborate with leadership and management.
May 2022 - Jul 2023
Quality Assurance Specialist
Quality Analysis and reporting, attending continuous calibration and training meetings. Ensuring maximum accuracy by not obtaining disputes over findings and reporting. In charge of 9 out of 13 testing items assigned to my team.
Aug 2020 - May 2022
Operations Team Manager
Oversee all aspects of team member training and development related to programs and client needs. Ensure all company policies and procedures are adhered to at the new centers.Create guidelines, goals, checkpoints, and objectives for employees to improve productivity while also providing support and motivation. People management and processes.
Apr 2019 - Aug 2020
Qa Analyst - Poc
Auditing, monitoring, report building and training based on the different interactions received through different methods (call, chat & emails). Attend to continuous training and updates classes as well as calibration sessions.Leader of one line of business, working side by side with other 4 QA's with a ratio of 20 agents per QA.
Dec 2017 - Apr 2019
Production Team Lead
Handling customer complaints and escalations made to L1 agents, troubleshooting and analytical techniques. Oversee staff and provide support on-floor, monitoring queue to ensure that the SLA's are met.
Apr 2017 - Dec 2017
Customer Service Representative
Serves customers by providing product and service information. Resolving issues and troubleshooting technical problems. Handling customer complaints and provide resolution.
Aug 2016 - Apr 2017
FAQ
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What company does Alejandro Ramos work for?
Alejandro Ramos works for HCLTech.
What is Alejandro Ramos's role at HCLTech?
Alejandro Ramos is listed as Global Customer Experience Lead at HCLTech.
Where is Alejandro Ramos based?
Alejandro Ramos is based in Guadalajara, Jalisco, Mexico while working with HCLTech.
What companies has Alejandro Ramos worked for?
Alejandro Ramos has worked for Hcltech, Hcl Technologies, Tata Consultancy Services, and Alorica.
How can I contact Alejandro Ramos?
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