Homero Leduc
Torreón
Summary
Driven Quality Assurance professional offering dynamic understanding of manual and automated testing strategies. Highly communicative and experienced in data analysis. Eagerly collaborates with development teams to identify and resolve issues.
>25 Years of experience, able to navigate in high stress situations and reach goals on time and below budget; excellent negotiation skills, clear achievement orientation and business vision.
Overview
24
24
years of professional experience
Work History
Quality Assurance Analyst
Conduent Solutions
02.2022 - Current
- Monitoring and evaluating recorded and live customer calls to ensure adherence to quality standards.
- Providing detailed feedback and conducting coaching sessions with CSRs to enhance their skills and performance.
- Collaborating with team leaders and supervisors to address performance issues and develop improvement plans.
- Maintaining accurate records of call evaluations, feedback, and coaching sessions.
- Generating and analyzing QA reports to identify trends, areas for improvement, and training needs.
- Ensuring compliance with company policies, industry regulations, and quality standards.
- Participating in development and enhancement of QA processes, tools, and methodologies.
- Collaborating with QA team and other departments to identify and implement best practices.
- Contributing to development of training materials and programs to improve CSR performance.
- Monitoring customer feedback and satisfaction scores to identify areas for improvement.
- Implementing initiatives with customer service team to enhance customer experience.
- Advocating for customer by ensuring that quality standards align with customer expectations and needs.
- Proved successful working within tight deadlines and fast-paced environment
Commercial Manager
MDY Contact Center
10.2019 - 01.2022
- Identify clients, businesses and operational needs and service provision to meet requirements and provide solutions.
- Participate in development strategies for potential business customer base.
- Developed strategic initiatives based upon company objectives aimed at accelerating growth.
- Conducted research to develop detailed business plans for commercial opportunities and expansion.
- Planned, coordinated, and implemented commercial sales functions and processes.
Commercial Manager
Atento
05.2018 - 09.2019
- Conduct market research and analysis to identify business opportunities for call center and digital solutions.
- Increase income by obtaining new accounts (120% quota compliance)
- Managed and analyzed budgets, P&L, balance sheets and sales reports.
- Built relationships with clients to establish new contracts.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Business Sales Manager
AT&T de México
05.2016 - 04.2018
- Supervise daily activities to achieve individual and group quotas through planning and establishing a business strategy, closing accounts.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Developed and implemented comprehensive salesperson training program.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Collections Manager
American Express, AMEX
02.2012 - 04.2016
- Supervise and train new employees in collection methods and documentation complying with KPI's.
- Supervised staff of collectors, monitoring phone calls and letters.
- Adhered to established guidelines to increase profits and collect supplier payments.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Contacted clients with past-due payments and actively monitored payments due from clients.
Sales Administration Manager
Nextel Partners
08.2010 - 01.2012
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Fulfillment Manager
Nextel de México
04.2000 - 07.2010
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Integrated warehouse operations with existing and new business processes.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Collaborated with manufacturing and supply chain management.
- Developed and maintained knowledgeable and productive team of employees.
Operations & Customer Service Manager
Nextel Communications
01.2005 - 12.2005
- Raised property accuracy and accountability by creating new automated tracking method.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Education
Diploma in Management Skills Development - Business Management
Universidad Iberoamericana
Mexico City, Mexico2009
Bachelor of Science - Business Administration And Management
Universidad Panamericana
Mexico City, Mexico08.2002
Skills
- Self-motivated
- Improvement Recommendations
- Deductive Reasoning
- Cross-Functional Teamwork
- Quality Control Management
- ISO standards knowledge
- Validation Protocols
- Quality Inspection
- Training and mentoring
- Detail Oriented
- Documentation And Reporting
- Performance monitoring
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Quality Assurance Analyst
Conduent Solutions
02.2022 - Current
Commercial Manager
MDY Contact Center
10.2019 - 01.2022
Commercial Manager
Atento
05.2018 - 09.2019
Business Sales Manager
AT&T de México
05.2016 - 04.2018
Collections Manager
American Express, AMEX
02.2012 - 04.2016
Sales Administration Manager
Nextel Partners
08.2010 - 01.2012
Operations & Customer Service Manager
Nextel Communications
01.2005 - 12.2005
Fulfillment Manager
Nextel de México
04.2000 - 07.2010
Diploma in Management Skills Development - Business Management
Universidad Iberoamericana
Bachelor of Science - Business Administration And Management
Universidad Panamericana
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