Felianthony Quezada

Experience

• 

  INFOTEL

  Mar 2002 - Nov 2004

  Production Supervisor
• 

  UNO Call Center

  Jan 2005 - now

  Team management Responsibility for the support team meeting the defined SLAResponsible for identifying and arranging staff training and development – both technical and professionalResponsible for the overseeing and monitoring performance in all service areas to ensure that service levels are achieved. Responsible to oversee the interview and recruitment process for the accountAssist our clients to determine and implement best practices.Communicate and motivate UNO staff via team meetings and ad-hoc briefings as necessary.Responsible for resolving or escalating all work related issues to the Operations Director and/or the customer.Manage all disciplinary issues working with the Supervisors or Operations Director until resolved.Commercial Management Identify business opportunities with the customer and communicate these to the Client Services dept.Proactive management of costs and charges for the account, controlling costs and ensuring that the P&L reflects the costs and work performed Show less Team management Responsibility for the support team meeting the defined SLAResponsible for identifying and arranging staff training and development – both technical and professionalResponsible for the overseeing and monitoring performance in all service areas to ensure that service levels are achieved. Responsible to oversee the interview and recruitment process for the accountAssist the Operations Director Manager to determine and implement best practices.Communicate and motivate UNO staff via team meetings and ad-hoc briefings as necessary.Responsible for resolving or escalating all work related issues to the Operations Director and/or the customer.Manage all disciplinary issues working with the Supervisors or Operations Director until resolved.Commercial Management Identify business opportunities with the customer and communicate these to the Operations Director and Client Services dept.Proactive management of costs and charges for the account, controlling costs and ensuring that the P&L reflects the costs and work performed Show less

  • Director of Operations

    Mar 2005 - now

  • Operations Manager

    Jan 2008 - Jan 2010

  • Operations Supervisor

    Jan 2005 - Jan 2008