Leonel Carranza

LEONEL ARISTIDES CARRANZA VIGIL Condominio Villas del Árbol Calle Nueva 2 y 73 Ave Sur Apt# 22, Colonia Escalon. San Salvador, El Salvador Cell:- –- Senior Operations Supervisor focused on Management, HR and Quality Assurance abilities. Reliable team player and results-focused with success in building, developing, and leading diverse teams to achieve high-performance results. Determined to improve productivity and efficiency without impacting the quality of product and service. Highly effective management skills offering years of progressive leadership experience emphasizing innovation and creativity in solving complex problems. PROFESSIONAL EXPERIENCE TELUS INTERNATIONAL, KOODO MOBILE, EL SALVADOR Senior Operations Supervisor, January 2012 – Present • • • • • • • • Execute, implement and develop strategic plans for operational and business needs. Manage quality programs and root cause analysis processes for all channels of support. Ensure training compliance and knowledge under each procedure established for all Lob’s. Propose and lead new outsourcing strategies. Create new and innovative ideas for providing the best customer service for our clients. Regularly perform real-time or post contact audits to assess front line agents performance in handling customer queries, reporting accuracy, and problem solving skills. Conduct in-depth analysis of customer contacts, escalations, and other aspects of customer interaction. Present business review and scorecard with ideas for process improvements. Optimize ongoing process improvement and outsourcer KPI’s Service Levels. Enhancement efforts to yield consistent and high quality consumer support experience. Understand and follow company rules and regulations. TELUS INTERNATIONAL, KOODO MOBILE, EL SALVADOR Quality Assurance Analyst, March 2009 – January 2012 • • • • • • Provide analytical support to improve quality results, customer experience, and business requirements. Deploy improvement actions based on findings. Create CSAT and QA improvement programs for low performer representatives on the account. Collaborate with Training Department to ensure agents are communicating a tone of voice that is consistent and aligned with our company culture. Root cause research into identifying process breakdowns and behaviors within the department and providing data through use of various skills sets to find solutions. Support policy development and draft supporting documentation such as communications, FAQ’s, process documentation, and other related written work. TELUS INTERNATIONAL, SPRINT & PARAGO INC, EL SALVADOR Controller and Escalation Auditor, January 2008 – March 2009 • • • • • • Cross-trained and backed up other customer service areas. Handled a number of contacts (email, chat, phone) each day and present end of date report to managers. Analyze survey metrics and make recommendations for improvement plans for Tier 1 Technical Support representatives. Ensure a timely, thorough and accurate response to uncontrolled risks once they are discovered. Report data findings and complete reports on control metrics and error reporting. Partner with Support Area to evaluate procedures and policies associated to KPI’s compliance. HOTEL REAL INTERCONTINENTAL, EL SALVADOR Front Help Desk, June 2007 – January 2008 • • • • First point of contact with arriving booking reservations, walk-in customer and online inquiries. In charged of debrief and manage daily task to front line support area (check-in/check-out) Adhere to confidentiality requirements and policies. Cross-trained support area. TELEPERFORMANCE, AT&T, EL SALVADOR Technical Support Representative Level II, April 2003 – June 2007 • • • • Perform Tier II troubleshooting support. Create solutions via Internet, navigation and browsing issues. Ability to communicate clearly and concisely with both external customer and co-workers. Ability to effectively prioritize work time to ensure efficiency. Uphold company values and respect every customer. EDUCATION ESI SCHOOL OF MANAGEMENT | FRANKLIN UNIVERISTY, EL SALVADOR • Bachelor of Business Administration DR. JOSÉ SIMEÓN CAÑAS UNIVERSITY, EL SALVADOR • Major in Business Administration (1 Year) DR. JOSÉ MATÍAS DELGADO UNIVERISTY, EL SALVADOR • Major in Marketing and Communications (3 Years) OTHER STUDIES SWITCHGEAR CANADA CERTIFIED COACH • SwitchGear is Canada’s #1 consulting and coaching team for service companies by creating value with thought leadership, engagement and an incredible ability to execute and make better decisions towards any business needs. ADDITIONAL SKILLS • Operations management • Comprehension and Communication skills • Excellent time management skills • Effective problem solver • Deadline-orientated • • Employer training and development Adherence standards • Process improvement specialist • Quantitative and data-analysis skills • New product introduction strategies • Excellent interpersonal skills • Advanced MS Office skills • Results-oriented • Advanced in Windows and Mac operating systems • Project management to high customer service