Julio Cesar Casco Martinez

JULIO CESAR CASCO Managua, Nicaragua LinkedIn.com/in/JulioCasco Cell:- |- QUALITY ASSURANCE SUPERVISOR BPO INDUSTRY | CUSTOMER SERVICE Demonstrated leader on projects development focused on driving innovation and quality assurance work streaming. Proven success within a highly competitive BPO industry demonstrated by results in leading teams to their best performance through problem solving, strategic thinking, teamwork and quality service management. Deploys tools and processes to consistently improve customer satisfaction, efficiency, and productivity. Skillful ability to lead and manage multiple priorities at the same time with a high sense of urgency. Expertise Includes​: ▪ ▪ ▪ ▪ ▪ ▪ Leadership development Team building and teamwork Microsoft Office skills G Suite advanced skills Innovation Action Oriented ▪ ▪ ▪ ▪ ▪ ▪ Quality performance measures Operational leadership in BPO industry Advanced Excel skills Processes development Coaching processes Feedback and strategic communication PROFESSIONAL EXPERIENCE OPTICALL BPO, Managua, Nicaragua - Quality Assurance Supervisor Leading a quality assurance team supporting a chain of Optical stores in the US, which includes the overall performance of all lines of business within the company such as: Inbound sales department, Customer Service department, Virtual Assistance department. ● Implemented transformational changes to support company strategy which included quality performance evaluation revamp, evaluations tools deployed, processes revamp, execution of internal communication processes, deployment of new monitoring methods and knowledge sources structure revamp. ● Improved and executed optimization of the current processes between operations and quality assurance department. ● Lead the implementation of three evaluation processes for Chats, Online Review and emails interactions focused on maintaining customer service standards, store’s reputation and efficient communication with the parties involved. ● Designed structure, processes and measurement methods for the quality assurance team to support the company's development. ● ● ● ● ● Developed several tools and reports to track consistent performance for all departments within the company including a master data analysis dashboard with key performance indicators. Lead special projects focused on data analysis for all lines of business such as Sales department, Virtual assistance department, customer service and store support for deploying operational strategies in partnership with senior leadership staff. Managed reduction of staffing and optimization of tasks to cover the headcount of 40 agents distributed for all 6 lines of businesses with 2 quality analysts on monitoring process. Lead project focused on documentation of all existing processes involving mapping and creation of flowcharts to ensure optimization and periodically review of these processes. Lead Customer Service and Inbound Sales training for new hires and responsible to coordinate learning curve processes including training,mentoring,transition and transition to the production field after performance review. Quality Assurance Analyst ​2019 Responsible for performing quality checks and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service. ● Developed enhancement project of evaluation methodology being executed for customer service and technical support LOB’s. ● Reinforced and established calibration and escalations processes to maintain a constant communication between quality assurance and retail operations management. ● Implemented action planning within the quality assurance department that resulted with an increase within quality performance and processes compliance from​ ​85.00% to 93.44%. ● Deployed an internal calibration process between supervisors and quality department that resulted in a calibration percentage improvement from 85.00% to 95.00% internally on quality level and from 80.00% to 89.00% on supervisors level. ● Implemented monthly and weekly quality performance reports that included performance, highlights, behaviors performance and action planning proposals for an effective impact within the performance. Store Support Specialist ​2018 - 2019 Responsible for supporting and organizing store communications channels such as incoming calls and tickets from retail locations, Maintain Mojo Ticket System. Assisting with employee needs, refund scenarios and coaching processes to retail staff for creating awareness of processes and internal policies compliance. Lead scheduling process for 120 stores ensuring all stores were properly covered as forecasted. ● Developed pilots projects focused on evaluation processes for ticketing interaction with stores focused on response level and processes compliance. ● Lead and developed a learning program directed to new hires to ensure the product's understanding and mentoring process for a 5 days week program. ● Implemented optimization of tools for scheduling processes of around 100 stores that resulted in a reduction of workload that impacted needed staffing from 3 people to one single person. ● Supported on Mojo Ticket system development for implementing automatic responses and assignation rules that impacted on reporting tasks and tracking purposes. Sitel, Managua, Nicaragua - Coach TT Managed 15 customer service escalations representatives supporting an International Money Transfer company. Responsible for coordinating and monitoring daily workflow to ensure all operational functions are performed on an efficient, timely basis and meeting quality and performance standards. Involved coaching process ● ● ● ● ● ● ● Developed several action plans oriented to maintaining quality standards communicated from our upper management team. Implemented motivational plans ensuring to maintain a healthy and productive environment for all Sitel Customer Care Solutions associates. Implemented some reporting tools to ensure learning material was effectively impacting the agents performance. Direct involvement in development of potential team leaders by facilitating people management reinforcements and coaching process training. Coordinating weekly calibration sessions between quality assurance department and supervisors staff for escalations department. Developed as a Quality point of contact to ensure all information was properly cascaded to operations level and coordinated weekly skills checks to ensure accuracy of communication processes. Coaching, mentoring and developing customer services associates for skills improvement and promotional opportunities. Escalations Customer Service Specialist- Responsible to manage escalated customer and store complaints that could have potentially become lawsuits or BBB complaints. Constantly implemented updates and changes depending on operational decisions and client orientations. ● Developed as a Team leader to ensure supervisor’s orientations were properly communicated to the entire production team. ● Implemented escalations tracker to ensure all areas of opportunities and possible knowledge gaps were properly covered by the learning and quality assurance team. ● Nominated as Top performer for 3 consecutive months with over 95% of quality performance for ensuring customer’s retention and processes compliance. Accedo Technologies, Managua, Nicaragua - Customer Service Specialist Developed as a representative for one of the biggest retail stores with +1200 locations around the US. Responsible for managing customer’s interactions to maintain businesses and sales level, assistance to customer’s complaints and website assistance. ● ● ● ● Developed as a team support specialist ensuring all escalated cases that might potentially impact the company’s reputation were handled accordingly. Implemented daily and weekly reporting processes to ensure schedules were followed accordingly by team associates. Lead a support team responsible to support new hires and policies compliance during the peak season to avoid a quality performance decrease. Implemented a communication process for optimizing updates execution time for a back office team specialized on escalated cases. EDUCATION ● Business Administration. UCA PROFESSIONAL DEVELOPMENT Completed several management courses and business tools training such as: ▪ ▪ ▪ ▪ ▪ ▪ Effective Time management strategy Management Cycle 101 Coach track Trainee - Sitel Program Google Spreadsheets Quality Management Advanced Excel training - UNI ▪ ▪ ▪ ▪ ▪ Microsoft Excel data analysis and dashboard reporting Google Apps Script Course Conflict Management Coaching Process Introduction to project management training