Carlos

Producing and managing resources for users seeking assistance via Self Service Appeals (SSA).

Collaborating with the P2P and SSA teams to enhance internal infrastructure and optimize User Experience across the platform.

Ensuring compliance with legal standards while promptly removing users engaged in fraudulent activities.

Facilitated training for over 10 groups of new hires to successfully adapt to the BPO industry.

Developed lessons, guidebooks, and agendas for new content aimed at regular employee training.

Evaluated KPIs and production metrics of trainees, ensuring their understanding and capability to perform essential duties.

Revamped Quality Assurance processes for partner customer service firms through remote outsourcing solutions and blockchain technology.

Spearheaded change management initiatives, achieving strategic turnaround during significant organizational restructuring.

Expanded the company's workforce from 16 to 110+ employees, resulting in a remarkable 106% increase in revenue.

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution

Escalating technical issues to the support team through support tracking system

Answer technical phone and email inquires