DAVID VELAZQUEZ
Supervisor & QA Sr. Analyst
San Lorenzo Huipulco
Summary
Collaborate successfully in an organization that provides me the opportunity to obtain a personal and professional development through my own knowledge and skills. Accurate Senior Analyst with exceptional teamwork, leadership and communication skills. Over 8 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines. Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
7
7
years of professional experience
2
2
Certifications
1
1
Language
Work History
Quality Sr. Analyst
AT&T
1 2019 - 1 2023
- Audit and evaluate calls based in behaviors and main metrics according to the line of business, Customer Service, Sales, Collections and retention dept
- Strategic thinking to create monitoring plan and distribution lists based on data
- Daily, weekly
- Bi-weekly and monthly reports creation and presentation for supervisor, managers and high management
- Drive accountability for accuracy on reports and data
- Provide sales, collections and customer service seminars
- Training program, create and provide to delivery to new waves in order to be certified by the company requirements
- Oriented in internal and external client service
- Productivity reports ,daily which allows us to see the team progress of the evaluations made and thus be able to have a clear overview of the evaluations to achieve their monthly objective.
- Resolved problems, improved operations and provided exceptional service
- Generated ad-hoc reports to evaluate specific business requirements
- Influenced policy decisions through comprehensive economic analyses that effectively communicated complex information to nonexperts
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims
Supervisor Collections department (Trilingual English, Spanish and Portuguese)
RCI- RSS – Hard Rock & Palace Resorts Hotels
01.2011 - 01.2018
- Staff Supervision 28 direct agents
- Supervised 13 direct annual, quarterly, and monthly performance reports for call center agents
- Carefully monitored metrics to constantly look for improvement potential, eventually leading to noticeable 9% revenue growth
- Segmentation and assignment of the monthly bases average 2,500 customers
- Collaborated with sales teams to develop promotional and marketing strategies
- Feedback
- Direct Contact with the main client
- Focus to attend complains via phone and email
- Daily reporting of advances for the client and main director’s office RCI/ RSS
- Daily monitoring of personal and group advances in order to determine the need to make some changes in the collection strategy
- Implement dynamics constantly to achieve the goals established by the client
- Recovering the delinquent assigned base, the monthly amount required was average $1,800.000 USD.
Education
HIGH SCHOOL / DIPLOMA -
La Sierra High School
CaliforniaBUSINESS ADMINISTRATION / DIPLOMA -
PPG /Texas T.T
TexasSkills
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Certification
Leadership program for success.
Timeline
Supervisor Collections department (Trilingual English, Spanish and Portuguese)
RCI- RSS – Hard Rock & Palace Resorts Hotels
01.2011 - 01.2018
Quality Sr. Analyst
AT&T
1 2019 - 1 2023
HIGH SCHOOL / DIPLOMA -
La Sierra High School
BUSINESS ADMINISTRATION / DIPLOMA -
PPG /Texas T.T
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