Carles Hudson Email & Phone Number

Vancouver, British Columbia, Canada

Responsible for quality assurance in channel monitoring, performance assessment, and people-skills coaching supporting the contact center operations, customer solutions frontline and leadership teams. • Channel Monitoring – monthly review of phone calls, chats, and email service channels; frontline quality assurance performance evaluations at Vancouver and Manila sites• Performance Reporting – dashboard data integration for performance evaluation & coaching on technical and people-skills requirements; and gap reinforcement of key target metrics • Quality assurance reporting, audits, and content documentation updates focus on continuous improvement• Knowledge-sharing product & service gaps; and leading leadership channel-calibration sessions • Responsible for ad-hoc analysis, with a 95% on-boarding success rate of reported next-step recommendations; tailored data collection (call records, chat transcripts, CSAT surveys…) for senior leadership

Formulate speech recognition queries and data modelling to deliver customer experience, policy and procedures acumen to Member Services, KAM, and Marketing Teams.Develop algorithms reducing labour-hours by 70% while increasing the sample population to 100% of survey responses.Evaluate call performance relevant to quality assurance of front-line users, increasing conversation standards quality score 8% in 6 months

Responsible for daily operations management and service delivery; real-time analysis of staffing levels; and call-flow management. Accountable for production analysis of 300+ unionized employees in a fast-paced call center environment. Promote team building, collaborative relationships, problem-solving, and inter-departmental knowledge-sharing of technical and operations functionality.

Helpdesk sales-support Amadeus technical issues related to ticket sales for corporate travel agency users.

Bachelor Of Technology - Btech, Accounting

Cerfticate In Spanish, Faculty Of Arts