Roberto Jose Wong

Roberto Jose Wong I am seeking a remote position in customer service or virtual assistance that allows me to effectively apply my skills and experience, while contributing to a supportive team and pursuing long-term professional growth and stability. I am a results-driven professional with over 20 years of experience in Quality and Production Systems, complemented by extensive expertise in customer service, sales, and retail management. Proven leadership in supervising quality assurance processes, training multidisciplinary teams, and driving continuous improvement initiatives. Adept at delivering high-quality service, optimizing operational efficiency, and fostering team development across diverse industries. Experience in the BPO Industry Languages English - Advanced Spanish - Native French – Elementary Skills Microsoft Office (Advanced Level User) Advanced Verint User (Call Monitoring) Communication Empathy Problem-solving Patience Multitasking Listening Adaptability Apr 2023 - Jun 2025 Supervisor • eTags • Monitor performance and ensure adherence to quality standards and KPIs. Provide coaching, training, and support to customer service agents. Handle escalated customer issues and resolve complex inquiries efficiently. Generate performance reports and recommend process improvements to enhance efficiency. Coordinate scheduling and ensure adequate staffing to meet service levels. May 2016 - Mar 2023 Lead QA • Quality Analyst for TXU Energy • WebHelp (Concentrix) • Monitor and evaluate customer interactions to ensure compliance with quality standards, procedures, and performance metrics; implement corrective action plans based on insights. Develop and maintain QA frameworks, scorecards, and audit processes aligned with organizational objectives. Deliver targeted coaching and training to QA analysts and call center agents, improving service quality and consistency. Collaborate with Operations & Training to enhance QA processes and drive continuous improvement. Feb 2016 - Apr 2016 Customer Service Agent, Western Union • Ibex • Money transfers and Updating Customer Information Mar 2015 - Jun 2015 • Convergys (Concentrix) Customer Service Agent, US Cellular • Cellular Plans sales by analyzing the customer´s data & consumption history Nov 2011- Mar 2015 Customer Service Agent • Sitel (Foundever) • Customer Service Representative, Handling 80+ calls daily • Top Performer: Over 90% CSAT & ASAT • • Money transfers and Updating Customer Information, Credit Card transactions Other Relevant Experience Compliance Engineer | Rocedes, S.A. June 2015 – November 2015 • Responsible for ISO 9001:2015 implementation, Work Environment trainings, and Organizational Audits. • Controlled Internal Communications for the Quality System. Teacher & Trainer | UDCE & ILCOMP March 2010 – January 2016 (UDCE) / January 2012 – August 2012 (ILCOMP) • Provided training in Projects, Production, Organization and Methods, Quality Assurance, and Quality Systems. • Taught classes including Statistics, Math, Operations, Human Resources, and Business. Production Coordinator for Advertising Products | ALFATEC December 2009 – October 2011 • Managed production orders and controlled metallurgy, digital printing, painting, and warehouse areas. • Responsible for purchases, cost control, production fulfillment, and general facility maintenance. • Developed and reviewed procedures and schedules. Food Safety Supervisor | Wal-Mart August 2008 – June 2009 • Evaluated and controlled food handling for meat, vegetables, and general perishable products. • Conducted Food Safety and Physical Security trainings. • Coordinated with pest control suppliers. Quality Manager | Empaques Santo Domingo August 2007 – February 2008 • Supervised production lines and inventories. • Oversaw Quality Control, Safety, and Maintenance Programming. Production Supervisor | Kraft Foods Nicaragua February 2004 – February 2006 • Implemented and inspected industrial safety protocols. • Standardized Preventive Maintenance Procedures and coordinated preventive and corrective maintenance. • Reviewed schedules, Human Resources Manual, and Position Manuals. • Standardized employee processes (for ISO compliance) and assessed training needs. • Standardized Manufacturing Procedures and was in charge of ISO 9001 and ISO 14000 implementation. Projects • • • Project Advisor | UNICIT & UNI – RUSB 2001 Parfum Manufacturing (UNICIT): Awarded First Place at the UNICIT Projects Fair. Dog Food Manufacturing (UNI – RUSB): July – November 2001. Education • • • • • Postgraduate Study in Strategic Marketing and Advertising Management, UNICIT | 2014 Business Administration, ILCOMP | 2007 – 2014} Chemical Engineering, National University of Engineering (UNI) | 1996 – 2002 Executive Course: Project Formulation, Evaluation, and Administration CUDECE – PROCOMIN & UNAN RUCFA | 2000 (7-month program) Primary and Secondary Education Instituto Pedagógico "La Salle" | 1985 – 1995 Professional Development & Training • • • • • • • • • • • • • • • • • • • ISO 9001:2015 Certification. DQS México, 2015. Internal Auditor ISO 9001:2015. DQS México, 2015. Teamwork. Rocedes, S.A. Compliance Department, 2015. Leadership. Rocedes, S.A. Compliance Department, 2015. Industrial Supervision Seminar. INECSA, 2007. Integrated Brigade Member Training (Institutional Strengthening Project, Kraft Foods Nicaragua). Civil Defense of the Nicaraguan Army, 2005. Professional Development for Trainers Seminar. CELAC, 2005. "Formed Program" Seminar (Cookie Mixing, Baking, Packaging). Kraft Foods Nicaragua, 2004. ISO 14001:2000 Interpretation and Application Seminar. CELAC, 2004. ISO 9001:2000 Interpretation and Application Seminar. CELAC, 2004. Occupational Health and Safety Training Workshop. Kraft Foods Nicaragua, 2004. XII Regional Congress of Chemical Engineering Students & II Student Congress for Industrial Technological Transformations. UNI, 2003. Osmotic Dehydration of Fruits. UNI, 2003. Environmental Engineering (VI Graduation Course for Chemical Engineering Students). UNI, 2002. Cleaner Production. UNI, 2001. IX Regional Congress of Chemical Engineering Students & First Regional Congress on Technology and Industry. UNI, 2000. Meat Preserves Production. UNI, 2000. Alcoholic Beverages Production. UNI, 2000. Water Potabilization. UNI, 2000.