management

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Quality and Training Manager.

Professional profile
Skills	• BACHALAUREAT GENERAL 2002 FRANCO-COSTARRICENSE • LAW SCHOOL DEGREE COMPLETED • CALL CENTER Trainings 2006-2012 Understanding Business Process Management Csat vs Dsat Putting Customers First Customer Experience Standard Data Privacy Ethical Leadership Standards of Excellence Global Trade Standards Business of Conducts Standard Personal Conduct Professional Experience January 2010- 2012 QA & Training Manager 16 programs (Expertise areas: technical support, presales, renewals, and customer service) Training Department: Create, build and control Training team and processes Trainings are delivered in: French, Spanish and English Create and control tools and ensure training efficiency Implement coordination with quality department. Implementation manager role for new programs. Quality Department: Quality evaluations in: French, Spanish and English Analyze the needs for every agent and account Train, develop and guide QA agents Create and control all relatives procedures Update procedures and Quality tools based on operations necessities. Implementation manager role for new programs or needs. Both sides: Make sure that each area is under control and improving. Find new procedure and strategies to improve each program and agents metrics. Provide feedbacks to agents, trainers and QA agents, supervisors and managers if needed. Make sure the two departments works tightly to guarantee efficiency on each step of the agent and the programs. NOVEMBER 2006-2008ONSITE COORDINATION HP Increase my capacity to found a prompt solution to customer problems Investigate the reason on each issue with customer satisfaction and found a proper solution to each of them. Work on highly complex nature applying a lot of independent judgment. Analyze the activity log and determine the reason why the SLA has been lost. Provide feedback when issues on cases are founded (to coworkers as per manager request) and trainings. Develop multitask skill. Learn how to work in a call center environment in the three languages. JANUARY 2003- JUNE 2005MANAGER AND HR RESTAURANT-CAFE LE RIVE DROITE Human Resources Recruited, hired, scheduled, and motivated a staff up to 15 employees. I also trained service staff to develop their communication skills. Manager Planned menus, estimation food costs and supervising inventory.Investigated and resolved food quality and service complains, ensuring customer satisfaction. Work on a daily basis with the client, and all type of conflicts related to customers and employees. LANGUAGES French 100% Spanish 100% English 100% COMPUTER SKILLS Windows Office word Excel, PowerPoint, Word Outlook Express
Diplomas	Law Bachelor Degree
Language(s) spoken	French - Mother tongue Spanish - Fluent English - Fluent
Experience	Senior
Working time	Full time Part time

Contact details
Please contact	tiffany petel


Posted by	tijobs
Online since	June 24th, 2012 Report this offer
Posted by an individual