Eduardo Becerra

Experience

• 

  Transcom Colombia

  Jun 2008 - Jun 2012

  Analista de Calidad

  As a QA Analyst in BPO Operations, I perform comprehensive call audits for all interactions within assigned Customer Service and Technical Support programs (telephone service).I provide coaching and constructive feedback to call center agents, focusing on areas for improvement.I collaborate with campaign clients to establish and monitor monthly performance goals, ensuring alignment with client expectations.

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  Atlantic Quantum Innovations

  Dec 2012 - now

  As an Account Manager in BPO Operations, I focus on executing strategies set by Operations Management while closely monitoring and optimizing Key Performance Indicators (KPIs).I lead strategic client meetings, providing regular feedback on daily operations and identifying opportunities to add value to the business.I oversee staffing requirements for both new and existing campaigns, ensuring the operation is aligned with client needs.Additionally, I contribute to identifying new business opportunities and handle various other responsibilities related to the role.Achievements:- Spearheaded the successful implementation of two large-scale healthcare operations, catering to both providers and insurers, driving operational excellence.- Played a key role in designing and implementing a comprehensive Quality model that leveraged data science to generate actionable insights, incireasing NPS (Net Promoter Score) in more than 18 points in average and overall Customer Experience.- Recognized within the BPO industry for outstanding performance, with these operations receiving awards across Colombia and Latin America. Show less Played a key role in executing strategies set by Operations Management, focusing on optimizing efficiency and profitability while ensuring client-specific metrics are met.I closely monitor and track key performance indicators (KPIs) and quality standards to ensure consistent performance.I manage and support a team of agents, driving performance through continuous follow-up and coaching.I implement targeted action plans to address performance gaps and provide training to align with client requirements. Show less As a BPO Operations Supervisor, I oversaw the day-to-day operations of the team, ensuring the seamless execution of processes and delivery of exceptional service to clients.Managed and coached a team of agents, providing guidance and feedback to enhance performance and achieve operational goals.Monitored and analyzed key performance indicators (KPIs) to ensure alignment with client objectives, driving efficiency.My role also includes overseeing quality assurance processes, conducting audits, and ensuring compliance with client metrics. Show less

  • Account Manager

    Sept 2015 - now

  • Jefe de Operaciones

    Apr 2014 - Aug 2015

  • Operations Supervisor

    Dec 2012 - Apr 2014