Andres Triana Torres

Experience

• 

  Transcom Colombia S.A

  Apr 2009 - Dec 2012

  Follow-up to quality indicators and KPIsMonitoring and follow-up assigned group of agentsImplementation of action plans.Provide coaching and training to the person depending on clients needs Conduct audits of Calls for all interactions for each of the assigned Customer Service - Technical Support (telephone service) programs.Coaching and Feedback in the different areas of opportunity directly with the call center agentMonitoring and setting of monthly goals with the Campaign Client.Calibration of each quality process to ensure processes consistent with assertiveness audit processes. Advise clients on relevant information about billing and sales of Fixed Line service (Local and Long Distance), special services for cell phones, process documentation and interaction with clients, provide excellent customer service experience in English and Spanish

  • Team Supervisor

    Sept 2012 - Dec 2012

  • Quality Assurance Analyst

    Feb 2012 - Sept 2012

  • Bilingual Call Center Agent

    Apr 2009 - Feb 2012
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  Atlantic International BPO

  Dec 2012 - Feb 2016

  Creation and implementation of action plans to improve the customer service experience. Lead the group of Quality Analysts and comply with the satisfaction metrics and increase the results of CSAT and NPS, follow up on the number of monitoring and effective feedback provided to operational personnel. Relationship with clients from different service verticals such as telecommunications, health, transportation, utilities. Follow-up to quality indicators and KPIsMonitoring and follow-up assigned group of agentsImplementation of action plans.Provide coaching and training to the person depending on clients needs

  • QA Lead

    May 2014 - Feb 2016

  • Team Supervisor

    Dec 2012 - May 2014
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  ARUS

  Mar 2016 - Jan 2017

  IT Methodology Analyst

  Monitoring, measurement, and analysis of processes, management of indicators, processes, Motion and Time Study, processes of continuous improvement.Monitoring and control of the disciplines implemented, taking as a frame of reference good technology practices (ITIL).Analysis, design, implementation and evaluation of best practicies in the current operation models based on the ITIL and Cobit Reference frames in order to boost their effectiveness and efficiency.

• 

  Atlantic Quantum Innovations

  Jan 2017 - now

  - Implement the strategies defined by the Operations Management, measure and control the Key Performance Indicators. - Develop strategic meetings with the client to give feedback on daily events and opportunities to generate added value to the operation.- Manage personnel requirements for new campaigns or existing campaigns according to the needs of the operation, - Assist in identifying new business opportunities, among other functions inherent to the position.Achievements:- I Implemented a self-service tool and automatic call deflection to the client´s self-management web.- I improved by 13% Resolution results from 81% to 92%- I reduced by 9% operation´s AHT Show less

  • BPO Account Manager

    Jan 2018 - now

  • Operations Coordinator

    Jan 2017 - Dec 2017