Hermann Dario Serrano Andrade Email & Phone Number

Hayward, California, United States

Responsible for the coordination and implementation of all activities related to the Quality department. Point of contact between quality analysts and the quality managers.• Executed 2 Quality plans for contact center BPO focused on multichannel lines of business such as DoorDash.• Supervised the Quality of the audit process (monitoring, calibration, simulation of calls, etc.) of 30+ Quality Analysts.• Assisted to the Quality Manager, Experience Managers and Operations team in the development of 3 continuous improvement strategies that resulted in the improvement of Quality and Satisfaction KPIs.• Leaded multilevel processes that involved quality, training and operations team to ensure the compliance of internal and external KPIs.• Leaded HR procedures such as Payroll, Vacations, Schedules and Training of 30+ Quality Analysts.• Leaded recruitment and selection procedures for 10+ new Quality Analysts.

Responsible of audit, analyze and create reports of omnichannel interactions in a customer service contact center for English language companies such as UPS and DoorDash. Designated Subject Matter Expert since April 2021.ACHIEVEMENTS: • Responsible of auditing and scoring +250 calls per month with a 95% of accuracy. • Designated QA for Corporate escalations having reviewed and coached +60 escalations up to date. • As QA SME, responsible of leading internal and external calibrations.• As QA SME, participated as member of QA Committee.• As QA SME responsible of reviewing and external client evaluations having reviewed and processed +300 evaluations per month and reported the results weekly.

Responsible for responding customer service calls and chats for English language companies such as UPS and Disney+.ACHIEVEMENTS:•Responded +1400 calls per month achieving an average 80% of QA score.•Met and exceeded operational metrics for four consecutive months.

Bucaramanga, Colombia

Responsible for the functional, administrative and technological operation of my call center outsourcing company.ACHIEVEMENTS:• Directed and executed three call center outsourcing contracts with multiple companies in the Bucaramanga metropolitan area.• Design, implementation and management of the technological infrastructure: Windows Server, SQL Server, LAN, WLAN, VoIP networks, CCTV.• Recruitment of telemarketers and training them in commercial profiles such as sales clinic and technical support.

Bogotá D.C., Colombia

Responsible for the preparation, installation, integration and commissioning of NICE Interaction Management (NIM) and NICE Workforce Management (WFM) digital platforms.ACHIEVEMENTS:• Successfully executed three projects in NIM and three projects in WFM, all in English language for companies such as CVS, AXA, Pacificorp.• Preparation, administration and troubleshooting of Windows Server, RHEL, Oracle 11g and SQL Server.• Integration between NIM and WFM platforms with Cisco and Avaya VoIP networks.

Bucaramanga, Colombia

Responsible for the administration of the IT department analyzing, designing and implementing technological solutions that will support the operation of the software "Progeinsa", which was created by my father.ACHIEVEMENTS: • Designed and implemented LAN and WLAN networks to 25 MD´s and 5 clinics. • Installed and provided technical support to 30+ licensees of "Progeinsa". • Trained 50+ users of software "Progeinsa".

Bucaramanga, Colombia

Responsible for the IT department and coordinator of contracts with the Government of Santander, under my responsibility and leadership had a team of twenty people.ACHIEVEMENTS:• Directed the implementation of three public contracts with the Government of Santander whose objectives were: providing Internet connection, purchase and delivery of a thousand laptops and the purchase, delivery and training of 50 interactive 3D learning rooms benefiting more than 50 educational institutions and public libraries from the department of Santander.• Technical supervisor and technical support for call center outsourcing contracts with FOSCAL and Hospital Universitario de Santander.• Administration of Windows and Linux servers, MySQL database servers and LAN, WLAN, VoIP, CCTV networks.

Bucaramanga, Colombia

Responsible of the IT department, I guaranteed the correct operation and high quality of service that supported the medical services provided by the company.ACHIEVEMENTS: • Implementation of a hardware and software technical support system based on ITIL, improving the quality indicator by 65%.• Designed and executed preventive and corrective maintenance plans for 15 work stations, reducing incidents by 85%.• Installation and administration of the file (NAS) and database (Access) servers required by the software "Progeinsa".• Designed and managed the LAN and WLAN networks; CCTV and digital video endoscopy recording systems.

Telecommunication Technologist

Systems Engineer, Unfinished

Bachiller Academico