Diego Jose Valdez Man
Guatemala
Summary
Dedicated professional with 6 years of experience in the call center industry, adept in various roles across different departments. Proven expertise as an Operations Supervisor and Quality Analyst, with a strong focus on optimizing performance, ensuring quality standards, and driving operational excellence. Skilled in managing teams, streamlining processes, and delivering outstanding customer service. Ready to bring a wealth of experience and leadership to contribute to organizational success.
Overview
7
7
years of professional experience
Work History
Quality Analyst and coaching provider
Conduent
2022.04 - Current
- Grading the quality of the service delivered by individual agent and providing weekly coaching.
Quality Analyst, Collection agency
Nearsol
2022.01 - 2022.04
- Followed policies and procedures always related to application methods and quality standards.
Quality Analyst and coaching provider
Alorica
2021.06 - 2021.12
- Developed and implemented performance standards and procedural changes to drive productivity and quality.
Customer Service Representative
Alorica
2020.10 - 2021.05
- Brought forth excellent customer service skills and a commitment to customer satisfaction.
Sales Agent
VXI
2020.03 - 2020.09
- Identified and maximized sales opportunities and increased customer retention rates.
Operation Supervisor
Telus International
2019.06 - 2020.02
- Served as a Production Supervisor, supporting all aspects of production and office management.
Senior Specialist (Supervisor project)
Telus International
2019.02 - 2019.05
- Worked in collaboration with the senior project manager to define project goals and establish a timeline and plan to achieve them.
Customer service representative, Billing and Retention
Telus International
2018.02 - 2019.01
- Provided excellent customer service and achieved a high rate of client satisfaction and retention.
Education
Systems Engineering -
Universidad Galileo
Guatemala12.2027
Leadership Course by Carlos Castillo -
Telus International
11.2019
Coaching for Excellence -
Telus International
08.2019
Bachiller en ciencias y letras -
Liceo Guatemala
12.2016
Skills
- Effective Time Management
- Leadership Skills
- Communication Skills
- Microsoft Office
- Multitasking
- Sent Of Urgency
- Team Development
- Recruitment and hiring
- Team Leadership
- Decision-Making
- Goal Setting
Languages
English
Spanish
References
- Andres Briones, Telus International, +502 5572 5083, Guatemala
- Jose Grajeda, Alorica, +502 4131 7315, Guatemala
- Angel Gutierrez, Conduent, +502 5473 6856, Guatemala
Timeline
Quality Analyst and coaching provider
Conduent
2022.04 - Current
Quality Analyst, Collection agency
Nearsol
2022.01 - 2022.04
Quality Analyst and coaching provider
Alorica
2021.06 - 2021.12
Customer Service Representative
Alorica
2020.10 - 2021.05
Sales Agent
VXI
2020.03 - 2020.09
Operation Supervisor
Telus International
2019.06 - 2020.02
Senior Specialist (Supervisor project)
Telus International
2019.02 - 2019.05
Customer service representative, Billing and Retention
Telus International
2018.02 - 2019.01
Systems Engineering -
Universidad Galileo
Leadership Course by Carlos Castillo -
Telus International
Coaching for Excellence -
Telus International
Bachiller en ciencias y letras -
Liceo Guatemala