Alejandro Perez Email and Phone Number

In charge of providing operational stakeholders and clients with performance projections (RCA, trends analytics, program level analysis) to ensure actions are aligned towards a common goal as well as keeping track of the effectiveness of action plans executed. Complete root cause and process gap analysis for specific issues, client complaints, KPIs directly impacting the customer’s experience. Creation and maintenance of program specific reports on customer’s experience and quality KPIs, identify areas of opportunity and communicate findings to stakeholders along with action plans.

Responsible for conducting transaction monitoring of CSRs contacts with customers with the aim of helping contact center operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty making sure that the agent skills were developed as needed.

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