Michael López García Email & Phone Number

San José, Cr

Costa Rica

Promote quality achievement & performance improvement throughout the teamEnsure compliance objectives and quality goals are metClosing work with Operations to reduce defects overtimeProvide end to end support for optimization of team work tasks.Lead and provide tools to the team to deliver on quality goals.Ensure removal of any roadblocks that hinder goal achievement with minimal supervision.Work with the team to build business reviews, share it within other VCC teams, peers and management on a regular basis.Proactively gather, analyze, and share data with management to influence business decisions.Work with the team to identify and implement solutions and pilots to drive process efficiencies & business goals.Coach & develop the skilled auditors.Measure and share timely reports with operations and leadershipWork closely with tech teams to get all internal tool related issues escalated and resolved.Exhibit & drive a culture of putting customer first.Ensure timely response to all escalations.Support the team in maintaining a repository of all work done for customers within their team highlights wins and shares gaps in support with solutions with respective individuals.

Costa Rica

- Manage the program team (group of quality evaluators, trainers, supervisors and managers) to achieve training and quality productivity goals and contractual requirements.- Manage the relationship with external clients and POs to deliver results.- Facilitate and maintain the cadence of internal and client reports.- Development of metrics and dashboards according to client requirements.- Drive and facilitate performance analysis.- Develop workshop programs to standardize roles and responsibilities.

Costa Rica

- Manage the program team to achieve productivity goals.- Provide effective staff training and development.- Facilitate and maintain the cadence of internal and client reports.- Support the transition and implementation of new programs for new clients.- Act as POC for internal initiatives of the Training & Quality LATAM organization as Proprietary Digital Tools for Technological Efficiency.- Implement innovative ideas and process improvement initiatives.- Develop strong working relationships with key business stakeholders.

San José, Costa Rica

- Promote initiatives to improve the quality of internal Training and Quality processes.- Assess consistency and accuracy among trainers through observation and analysis of class evaluations.- Create and maintain a consultant training schedule.- Oversee audits of key training and quality support processes.- Administration of applicable certification and training processes for personnel including internal and client requirements.- Lead training and quality work groups/action plans with business stakeholders (operations, customers, account management and resource unit partners).

Heredia, Costa Rica

- Responsible for fraud prevention in electronic commerce and risk modeling.- Lead analysis using HP analytical tools, insightful and predictive reporting, benchmarking, and trend insights.- Works with staff to investigate and respond to operational and customer complaints.

San Jose, Costa Rica

- Responsible for: documenting quality issues, performance measures for management reviews, coaching and feedback to front line associates, assist the Line of Business with performance initiatives, and perform daily and weekly reports to present trends through the analytical thinking.

San Jose, Costa Rica

- Responsible for processing inbound calls from Bank of America customers who need assistance regarding debit card claims. - Able to properly identify fraud patterns.

San Jose, Costa Rica

- Responsible for taking applications for Pay Day Loans, cure loans, assisted customers with general loan information inquiries.

Heredia, Costa Rica

- Leader of a team of 15 - 25 associates and in charge of their day-to-day performance. - Accountable for monitoring transactions, call handling statistics and service level adherence as well as performance management to assess strengths and development needs by providing feedback to promote opportunities of growth.

San Jose, Costa Rica

- Managed quality documentation issues and performance measures for management business reviews, provided training and feedback to frontline associates and also provided quality inductions for new employees.

Heredia, Costa Rica

- Washington Mutual and JP Morgan Chase loan account manager who assisted customers with loan information inquiries, payment arrangements and collections