Profileimage by Nelson Moreno LEVEL1 NOC SUPPORT, TAC1 Agent, Quality CSAT Coordinator from Martin

Nelson Moreno

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Last update: 06.09.2022

LEVEL1 NOC SUPPORT, TAC1 Agent, Quality CSAT Coordinator

Graduation: Chef, Project Manager
Hourly-/Daily rates: show
Negotiable depending on the type of work needed
Languages: English (Native or Bilingual) | Spanish (Native or Bilingual)

Skills

I have gained a lot of experience during the 20 years that I have worked in the call center industry, I have done Sales, Lead Generation, flipping homes, worked with computers at Dell, with phones at Motorola below ae a few deytails of my expertise.
  • Project Manager/ Service Coordinator Ereas of expertise Include:
  • Investigating                            Plannning
  • Designing                                Production
  • Monitoring                              Evaluating
  • Estimating Activity Time         Scheduling
  • Dispatching Tech’s                   Sub Contracting Vendors
 
  • Quality CSAT Coordinator
  • Areas of expertise include:
  • Fault Isolation                                            Root Cause Analysis
  • Performance Management                       Strategic Planning
  • Team Building                                            KPI Analysis
  • Policy/Procedure Development                  Emotional Intelligence

Project history

04/2017 - Present
Project Manager/Service Coordinator
OSI (500-1000 employees)
Other
Wouold be presented with projects for which i would be in charge of making sure that all went well and within the clients timeframe and budget. 
I would investigate what it is that we would need in that the site, design the plan, mponitored taht it all went well, estimated the time frame, dispatched the techs when needed, scheduled evrything so that it would all fall into place, sub contracted vendors when neccessary

01/2016 - 03/2017
LEVEL1 NOC SUPPORT
OSI
* Areas of Expertise Include:

* Work with and Trouble shoot the following AVAYA AURA Communication Manager System: IP
Office, System Status,
Endpoints and Station Users, System Features, Station features, Group Features, Trunks
and Routing, System Status and reporting.

09/2015 - 03/2016
TAC1 Agent
OSI
* Areas of Expertise Include:
* Monitor Down sites in WUG Create tickets in Alert
* Layer 1 Trouble Shooting
(Phones, Routers, Modems) Cisco VOIP Phone Trouble Shooting

01/2014 - 02/2015
Quality CSAT Coordinator
Atento El Salvador
* Areas of expertise include:
* Fault Isolation Root Cause Analysis
* Performance Management Strategic Planning
* Team Building KPI Analysis
* Policy/Procedure Development Emotional Intelligence

* Chaired Production meetings and Supervised 14 Quality Agents, who established priorities,
Monitored Agents and kept Calibrated with the client's expectations.
* Tracked and Analyzed KPIs and metrics to detect positive and negative trends, recognizing
training needs and optimizing operational efficiency
* Improved Quality Assurance % by identifying the root cause utilizing the Fishbone Diagram
* Trained QA Agents to use Emotional Intelligence for better Coaching Techniques
* Applied Performance Management tools:
* Planning & Time Management
* Communicating Performance
* Analyzing Performance
* Coaching Performance

03/2010 - 01/2014
Motorola QA Supervisor
Teleperformance

Time and spatial flexibility

Currently I am not able to travel.

Other

Entrepreneur, with 20 years call center experience from tech support to Management I grew up in Las Vegas so I am fully bi-lingual.  I am well organized, knowledgeable and able to multitask. I have great communication skills am a strong leader and effective problem-solver.

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