Edgard M.

With over 12 years of proven success in the BPO industry, I have developed expertise in various roles including Team Lead, Product Trainer, Training and Quality Lead, and Operations Manager. My extensive experience spans across customer services, tech support, and trust and safety, making me a versatile and dynamic professional. Throughout my career, I have been recognized for my ability to lead and motivate teams, optimize operations, and deliver exceptional customer experiences. I have a track record of exceeding performance targets, improving quality metrics, and implementing process improvements to enhance operational efficiency. As a Team Lead, I have successfully managed and mentored diverse teams, providing coaching and feedback to drive performance and productivity. As a Product Trainer, I have developed and delivered comprehensive training programs, equipping teams with the skills and knowledge required to deliver exceptional service. In my role as a Training and Quality Lead, I have implemented robust quality monitoring processes, conducted root cause analysis, and developed action plans to improve performance. As an Operations Manager, I have overseen end-to-end operations, including workforce management, process improvement, and strategic planning. My areas of expertise include customer relationship management, technical support, trust and safety protocols, performance management, and process improvement. I am skilled in using various BPO tools and technologies, including CRM systems, ticketing systems, quality monitoring tools, and reporting software. With my proven leadership, domain expertise, and strong analytical and problem-solving skills, I am committed to driving operational excellence and delivering exceptional results for my team and clients. If you are seeking a results-oriented BPO professional with a track record of success, I invite you to connect with me. Let's collaborate to achieve your business objectives and deliver outstanding customer experiences.