Rudy Castellon

Experience

• 

  Teleperformance

  Nov 2012 - Dec 2018

  Supported as a Floor Manager with daily operational functions. Work directly with management, Floor manager and Account Manager to brainstorm, discuss strategy and mitigate performance issues. Disigned, developed and applied action plans for performance excellence. Implemented operational strategies which resulted in 12% growth of customer satisfaction rate in 3 months. Oversaw team of 20 customer service specialist. Directed training of new team members and mentored each to promote productivity, accuracy and Friendly service. Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture. Supported the company in maintaining a work environment. Created and achieve product quality objetives and met product specifications. Ensure that process checks were done properly and the correct frecuency. Wrote, edited and updated project manuals and technical documentation that was used by QA team. Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

  • Senior Supervisor and Floor Manager Back up

    Jan 2016 - Dec 2018

  • Supervisor

    Jan 2013 - Dec 2016

  • Quality Assurance Specialist

    Nov 2012 - Nov 2013
• 

  TELUS International Central America

  Aug 2022 - now

  Work Force Management Specialist