Nick Casasnovas

Experience

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  Alorica

  Nov 2017 - Dec 2018

  In this role, I was responsible for all ongoing education and updates for 7 different LOBs. New procedures, product updates, weekly trends and general knowledge maintenance. In this role, I was responsible for the training and orientation of the new hire employees. Furthermore, I was also in charge of their continuous development, as well as the documentation of their evaluations and progress until they were product certified.

  • Training Coordinator (OGE)

    Feb 2018 - Dec 2018

  • Classroom Trainer / Nesting Supervisor

    Nov 2017 - Feb 2018
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  Prestige Media

  Apr 2019 - Mar 2020

  As an Operations Manager, I was responsible for the performance of the Sales team in the DR. While in this position, I managed the day to day operations and lead a team of Sales Supervisors. Here I was tasked with the development and implementation of operational routines and closed loop inspection processes. As a Supervisor for the closers department (Dispatch), my job was to make sure all calls transferred to my department were finalized (sales). I lead a team of over 20 sales closers who finalized deals with clients. Their duties were also to find prospects, follow sales leads, discuss terms with potential customers, and convince them to sign a contract. In this role, I worked closely with other salespeople and managers to address short- and long-term sales goals and strategies. As Coordinator, I was responsible for helping oversee the successful completion of projects and events. My duties included performing specialized tasks, managing a team of staff members and establishing relationships with vendors and freelance professionals in the medical/legal field.

  • Operations Manager

    Sept 2019 - Mar 2020

  • Operations Supervisor

    May 2019 - Sept 2019

  • Coordinator

    Apr 2019 - May 2019
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  KM2 Solutions

  Mar 2020 - Apr 2021

  WFH Operations Supervisor

  In this role, I had the chance to lead a team of advocates representing a car insurance company. I had under my supervision 2 LOBs; Chat and Voice. I was also responsible for their development and performance.I also participated in the implementation of the WFH program, deploying all advocates to work from home due to pandemics. I was able to lead the teams to success, and kept performance at the highest standards, while in this adventure.

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  GlowTouch Technologies

  Apr 2021 - Jan 2022

  Program Manager

  While in this role, I was responsible for the creation, implementation and streamlining of all program impacting processes. These ranged from operational routines, incentive programs and coaching models to recruiting initiatives, event logistics and HR processes. Also, I was responsible for all aspects of performance including client scorecards, weekly and monthly business reviews as well as performance optimization processes.In addition, I was responsible for almost all communications sustained with the clients, always making sure the partnership met the professional standard. I lead 4 different sales oriented products and each one of those has its own POC, Workforce, Training and QA team. Show less

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  One Park Financial

  Feb 2022 - Jan 2023

  Operations Manager

  Leader of a sales team. Responsible of the day to day operations, scorecards, development of the young leaders and advocates, and planning of long and short-term goals to ensure results delivery.

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  CCD

  Jun 2023 - now

  Performance Excellence Coordinator

  As a Performance Excellence Coordinator, my primary duties involve analyzing organizational performance metrics to identify areas for improvement and developing strategies to enhance efficiency and effectiveness. I focus on process optimization by implementing and monitoring improvement plans and scorecards.Coaching and development are key components of my role, as I provide training and support to employees on performance improvement techniques and foster a culture of continuous improvement. Strategic planning is also vital, involving collaboration with senior management to set performance goals and align initiatives with the organization's objectives.Data management is essential, as I collect and analyze data to monitor performance metrics and generate reports for stakeholders. Ensuring processes meet established standards and conducting audits for quality assurance are also part of my responsibilities. Additionally, I lead and manage cross-functional projects, ensuring they are completed on time, within scope, and within budget.Effective communication with stakeholders is crucial, as I gather input and support for improvement initiatives and keep everyone informed of progress and results. Lastly, I promote innovation by encouraging new ideas and staying up-to-date with industry trends and best practices to help drive the organization towards sustained excellence. Show less

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  SYNAIA

  Apr 2024 - now

  Co-Founder

  As Co-Founder of SYNAIA, I lead our marketing and commercial efforts, driving strategies that connect our innovative solutions with the needs of our clients. My focus is on building strong relationships, expanding our market presence, and ensuring that our offerings deliver real value to businesses in the call center industry.