Christian Alden Gaffud

Experience

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  EPerformax

  Oct 2007 - Jul 2009

  Project Specialist / Facilities Management

  I managed facilities operations and asset management, ensuring efficient maintenance, security, and operational readiness. By optimizing processes, workforce coordination, and cross-functional collaboration, I improved facility performance, safety, and cost efficiency.Key Skills & Experiences:• Site Asset Management & Tracking – I developed and implemented an Asset Management Inventory System, streamlining facilities tracking, maintenance schedules, and operational visibility to ensure seamless operations.• Workforce & Vendor Management – I managed facilities and security personnel, ensuring optimal staffing, compliance, and efficiency. I also collaborated with third-party service providers to oversee asset maintenance and repairs, reducing downtime and ensuring smooth business operations.• Preventive Maintenance & Repairs – I led preventive maintenance programs, ensuring building assets remained in top condition, minimizing operational disruptions and repair costs.• Cross-Functional Collaboration – I worked closely with HR, Administration, and the Network Operations Center (NOC) to align facilities support with business needs. I partnered with HR to ensure a safe and efficient work environment, coordinated with Administration for budget planning and resource allocation, and collaborated with NOC to support network infrastructure and ensure uninterrupted operations.• Process Standardization & Safety Compliance – I established facility standards based on the 5S methodology, fostering an organized, efficient, and compliant workplace. Additionally, I implemented an emergency passport system, enhancing safety measures and facility readiness.By combining operational expertise, process improvements, and team collaboration, I enhanced facility efficiency, asset longevity, and overall workplace productivity. Show less

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  Dell

  Sept 2009 - Jan 2016

  I managed quality operations across two sites as a Global Quality and Standards Analyst, ensuring alignment with corporate and industry standards. I conducted on-site visits to facilitate face-to-face calibration sessions, strengthening consistency in quality assessments and driving process improvements.Key Skills & Experiences:• Multi-Site Quality Management – I oversaw quality strategies across two sites, ensuring standardization and operational excellence.• Quality Framework Development – I designed and enforced audit strategies, ensuring adherence to corporate and industry compliance standards.• Data-Driven Process Improvement – I monitored key quality metrics, identified trends, and implemented preventive actions to optimize business performance.• Audit & Compliance Management – I conducted in-depth audits and root cause analysis, driving corrective actions to enhance service quality.• Performance Optimization – I aligned business operations with quality strategies, refining processes for greater efficiency and service excellence.• Training & Quality Culture Development – I led awareness initiatives and training programs, fostering a quality-driven culture across global teams.• Calibration & Standardization – I conducted on-site and virtual calibration sessions, ensuring alignment between quality teams and operational leaders.By leveraging data-driven insights and strategic quality initiatives, I contributed to continuous process improvements, enhanced service consistency, and optimized operational standards on a global scale. Show less I took full ownership of escalated cases, ensuring they were handled from start to resolution while maintaining compliance with service level agreements (SLAs) and performance metrics. To provide exceptional customer support, I proactively conducted outbound calls to disgruntled and troubled users, ensuring their dispatch requests and technical issues were addressed correctly and efficiently.Key Skills & Experiences:• Escalation & Case Management – I took full ownership of high-priority cases, ensuring end-to-end resolution with minimal disruption to users.• Quality Control & Auditing – I conducted case audits, reviewing technical support logs, dispatch accuracy, and agent case handling to uphold quality standards.• Outbound Support for Escalations – I personally reached out to disgruntled users, ensuring their concerns were addressed promptly and their service requests were handled properly.• Root Cause Analysis & Process Improvement – I performed RCA on escalations, identifying gaps in processes and workflows and implementing corrective actions.• Coaching & Knowledge Support – I provided mentorship and training, addressing agent skill gaps to improve case handling and troubleshooting efficiency.• Performance Tracking & Reporting – I generated and presented performance reports, analyzing key metrics and recommending operational improvements to leadership.By combining proactive customer engagement, thorough case management, and data-driven quality improvements, I helped enhance service efficiency, streamline troubleshooting processes, and elevate customer satisfaction. Show less I provided customer support via phone and email, assisting with order status, refunds, account updates, and payment processing for both consumer and business clients. I took full ownership of case management, ensuring timely resolutions and proactive follow-ups on outstanding issues to enhance customer satisfaction. My commitment to service excellence was recognized when I was awarded Customer Excellence Champion with a 98% Customer Experience (CE) survey rating.Key Skills & Experiences:• Customer Support & Case Management – I handled inquiries related to orders, refunds, and account updates, ensuring a seamless customer experience.• Refund & Payment Processing – I processed refunds, credit adjustments, pricing corrections, and tax exemptions, ensuring accuracy and compliance.• Proactive Issue Resolution – I took full ownership of cases, proactively following up to resolve outstanding issues efficiently.• Sales & Order Support – I collaborated with Inside Sales Representatives, assisting in order completion, payment processing, and business client transactions.• Data Management & Compliance – I maintained accurate customer records, ensuring seamless transactions and adherence to company policies.• Award-Winning Customer Service – I was recognized as a Customer Excellence Champion, achieving a 98% Customer Experience (CE) survey rating for outstanding service.By combining customer-centric support, efficient case handling, and sales assistance, I contributed to smoother operations, enhanced customer satisfaction, and improved business processes. Show less

  • Quality & Standards Analyst

    Sept 2014 - Jan 2016

  • Level 2 Case Mentor - Technical Support Senior Associate

    Jan 2011 - Sept 2014

  • Customer Care Representative

    Sept 2009 - Oct 2011
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  The G Shots Studio

  Jun 2014 - now

  Photographer (Owner)

  As a self-taught photographer with over 10 years of experience, I specialize in capturing authentic moments and transforming them into compelling visual narratives. My expertise spans portrait, pre-wedding, commercial, and real estate photography, each requiring a unique approach to storytelling through imagery.I focus on more than just taking photos—I strive to evoke emotion and create lasting impressions. Whether capturing the essence of an individual, the intimate connection of a couple, or a brand’s visual identity, I ensure that each image is both aesthetically striking and deeply meaningful.With a strong foundation in lighting, composition, and timing, I bring a creative yet professional approach to every project. From meticulously framing real estate spaces to enhance market appeal to producing engaging commercial visuals that elevate brand presence, I tailor my work to meet the vision and needs of my clients.Explore my portfolio: https://bit.ly/alden-portfolio Show less

• 

  Cognizant

  Sept 2016 - Apr 2024

  I led and developed a team of 33 Quality Auditors across two sites, driving quality strategy, audits, and performance optimization. By leveraging data-driven insights, I refined processes, enhanced efficiency, and ensured consistent quality standards across operations.Key Skills & Experiences:• AI & Machine Learning Audits & Training – I conducted ML audits to assess model accuracy, identify biases, and improve AI-driven quality. I also trained Operations team leaders and ML auditors, ensuring seamless implementation.• Data-Driven Quality & Reporting – I developed digital dashboards for real-time quality scores at site, team, and agent levels, covering both business and customer scorecards to enhance decision-making.• Business Reviews & Presentations – I created and delivered weekly, monthly, and quarterly business reviews, translating data into actionable insights. I also trained Quality Auditors to build and present these reports for upskilling and delegation.• Process & Service Optimization – I earned the Digital First Certification (Lean Six Sigma equivalent) and led the Chat Helper project, automating chat responses for a more natural, engaging experience, reducing agent handling time. I also co-launched Sagacity, an online knowledge base supporting agents across multiple BPOs during the NFL season.• Team Development & Leadership – As a people manager, I ensured my team stayed motivated by fostering a culture of growth, recognition, and engagement. I celebrated small wins to reinforce positivity and continuous improvement, empowering my Quality Auditors to excel in their roles.By combining strategic leadership, process innovation, and AI-driven insights, I enhanced quality operations, improved agent efficiency, and optimized service delivery. Show less I led quality operations, including audits, performance management, and process optimization, to enhance efficiency and service delivery.Key Skills & Experiences:• Root Cause Analysis & Continuous Improvement: I conducted Root Cause Analysis (RCA) on business and customer scorecards and survey results, identifying recurring issues and implementing proactive solutions to enhance quality and customer experience.• Data-Driven Quality Strategies: I developed and executed quality strategies, using data-driven reports, audits, and targeted training to improve accuracy and compliance. I also revamped the quality process, shifting from an average scoring model to a rate-based system for fairer agent assessments.• Business Reviews & Reporting: I introduced the first-ever quality reports for business reviews, ensuring leadership had actionable insights to drive informed decisions and process improvements.• Cross-Functional Collaboration & Training Development: I worked with operations, training, and leadership teams to align quality initiatives with business goals. Using RCA insights, I helped identify performance gaps and created training materials and process improvement plans to enhance agent quality and customer experience.• Global Quality Alignment: I supported global quality standardization, refining processes and strengthening quality frameworks across teams for consistent service delivery.By applying a proactive, analytical, and data-driven approach, I optimized quality performance, improved training, and streamlined processes, driving continuous improvement and business success. Show less

  • Business Process Quality & Assurance Lead

    Jan 2019 - Apr 2024

  • Business Process Specialist/Quality & Assurance Analyst

    Sept 2016 - Jan 2019
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  Greene IS

  Apr 2024 - now

  Customer Success Manager

  I managed a portfolio of 10 high-value clients, ensuring exceptional service delivery, strategic growth, and operational efficiency. I acted as the primary point of contact for service requests, collaborating with internal teams to address client needs and improve satisfaction.Key Skills & Experiences:• Client Relationship & Strategic Growth: I prepared quotations for services and software renewals, coordinated projects such as office moves, security implementations, and infrastructure upgrades, and ensured smooth execution of procurement and ISP configurations.• Data & Task Management: I monitored subscription and software license expirations, directly coordinating with vendors. I also managed tasks using Microsoft Outlook and Planner, ensuring timely follow-ups, meeting scheduling, and rescheduling when needed.• Business Reviews & Insights: I conducted weekly, monthly, and quarterly business reviews, tracking action items, progress, and completed work. I personally created quarterly presentation decks to highlight key insights and opportunities for improvement.• Client Feedback & Process Improvement: I took client feedback seriously, conducting root cause analysis on every dissatisfied customer’s feedback to identify process gaps and areas for improvement. Insights were used to refine service delivery, enhance client experience, and drive continuous improvement.• Vendor & Internal Collaboration: I strengthened vendor partnerships, optimizing service delivery and reducing resolution times. I also worked closely with cross-functional teams to streamline processes, increase efficiency, and enhance client retention.Through a proactive and data-driven approach, I improved client satisfaction, optimized task management, and drove operational excellence. Show less