Established the Quality Assurance department of the organization beginning with development of quality objectives, compliance, departmental functions and processes. Gathered high value data on areas for improvements; performs root-cause analysis and provided quality recommendations to the CEO. Certified in ISO 9001:2000.Managed the entire performance and productivity of customer service department to achieve key metrics. Handled escalated calls of the most complex client complaints… Show more Established the Quality Assurance department of the organization beginning with development of quality objectives, compliance, departmental functions and processes. Gathered high value data on areas for improvements; performs root-cause analysis and provided quality recommendations to the CEO. Certified in ISO 9001:2000.Managed the entire performance and productivity of customer service department to achieve key metrics. Handled escalated calls of the most complex client complaints, concerns and inquiries. Helped design, develop, test and roll out a new CRM utilized by the customer care team as well as various departments across the organization to accurately and efficiently track client information and expedite concerns. Show less

Served as the main point of contact for one of US' top 3 credit bureaus, Experian. Collaborated with operations, performance maximization team and systems development to ensure the program reach above and beyond service levels.Accomplished client deliverables by providing daily, weekly, monthly and ad hoc reports covering all program activities. This includes performing trend analysis to identify factors that drive results to key performance metrics.

Performs prospecting and uncovering objectives and challenges of potential clients to assess the feasibility of the company's BPO solutions and open business opportunities. Acquired and managed a variety of accounts from client acquisition to roll out implementation. Serves as the primary point-of-contact for existing clients managing their service level agreements, expectations and sustaining client satisfaction. Analyzed account progress and deficiencies; conducted periodic client conference… Show more Performs prospecting and uncovering objectives and challenges of potential clients to assess the feasibility of the company's BPO solutions and open business opportunities. Acquired and managed a variety of accounts from client acquisition to roll out implementation. Serves as the primary point-of-contact for existing clients managing their service level agreements, expectations and sustaining client satisfaction. Analyzed account progress and deficiencies; conducted periodic client conference calls in order to identify new strategies for maximizing performance and quality improvement. Show less