Francisco Ramon Flores Cervantes
Hermosillo, Mexico City
Summary
Determined Quality Assurance Specialist committed to ensuring excellence, accuracy, and adherence to the highest standards. Skilled in managing multiple projects within fast-paced, competitive environments while maintaining a focus on quality outcomes. Known for strong interpersonal and collaboration skills, fostering seamless teamwork and effective communication across diverse teams to achieve project goals.
Overview
14
14
years of professional experience
Work History
Customer Service-Quality Assurance/Outbound Sales Representative
Alliance BPO
11.2022 - 10.2024
- Maintained accurate records of client interactions, ensuring consistency in follow-ups and long-term relationship building.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Increased sales revenue through strategic cold calling and lead generation activities.
- Enhanced team performance through constructive feedback during regular meetings, fostering a positive work environment conducive to success.
- Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
- Boosted customer satisfaction by addressing concerns and providing solutions in a timely manner.
- Drove customer retention rates up with targeted outreach campaigns focused on maintaining engagement levels among current clients.
Supervisor/ Project Manager/Manager - Training & Development
Kodessa
04.2021 - 08.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Quality Assurance Supervisor
ResultsCX
01.2017 - 04.2021
- Provided regular updates to team leadership on quality metrics, highlighting consistency issues and production deficiencies.
- Developed detailed monthly, end-of-quarter, and statistical reports to support leadership decision-making and quality improvement initiatives.
- Facilitated internal and client calibration sessions to align on quality standards and expectations.
- Applied leadership skills and problem-solving abilities to optimize team efficiency and streamline workflows.
- Evaluated employee performance, providing coaching and training to address skill gaps and enhance productivity.
- Monitored daily team activities, offering guidance and mentoring to maximize performance.
- Managed and approved regular payroll submissions for employees, ensuring accuracy and timeliness.
- Gained experience working with multiple high-profile clients, including Home Depot, NuSkin, GameStop, MoneyGram, WellCare, Sprint, Fleetcor, and Solutran.
Quality Assurance Analyst
ResultsCX
11.2010 - 01.2017
- Monitored inbound and outbound calls for a team of 60+ employees, delivering constructive feedback to enhance performance.
- Compiled and distributed weekly feedback reports to team leaders and managers, driving improvements in service time, quality, and productivity.
- Created and maintained detailed spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting to track performance metrics.
- Identified operational issues, analyzed data, and developed effective solutions to address challenges and optimize workflows.
Results/ VMU-BBY (Agent)
ResultsCX
05.2010 - 11.2010
- Actively listened to customers, addressing concerns promptly and escalating major issues to supervisors when necessary.
- Assisted a high volume of customers daily with a positive attitude and a commitment to ensuring customer satisfaction.
- Consistently met service-level guidelines for call handling, productivity, and response times.
- Educated customers on billing, payment processing, and support policies to improve understanding and resolve inquiries efficiently.
Education
Willow Canyon High School
Surprise, ArizonaSkills
-Priority Management and Time Management
-Staff Management and Team Building
-Verbal and Written Communication
-Problem Solving and Critical Thinking
-Training, Mentoring, and Coaching
Timeline
Customer Service-Quality Assurance/Outbound Sales Representative
Alliance BPO
11.2022 - 10.2024
Supervisor/ Project Manager/Manager - Training & Development
Kodessa
04.2021 - 08.2022
Quality Assurance Supervisor
ResultsCX
01.2017 - 04.2021
Quality Assurance Analyst
ResultsCX
11.2010 - 01.2017
Results/ VMU-BBY (Agent)
ResultsCX
05.2010 - 11.2010
Willow Canyon High School
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