Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst
Dillon Betros

Dillon Betros

Pflugerville,TX

Overview

4
4
years of professional experience
2
2
Languages

Work History

Operations Lead

Accenture
Austin, TX
05.2021 - Current
  • Innovated and piloted new processes and workflows to improve client operations, surpassing all stakeholder SLAs.
  • Primary team lead responsible for reviewing customer escalations and queries, supporting more than 3000 cases per month.
  • Served as primary PoC for 10 international teams (comprised of client personnel and TVCs) of 150+ agents within workflow, standardizing global procedures.
  • Delivered monthly reports to client stakeholders, featuring summaries of workflow metrics such as percentage of SLA met, problem areas, and action items for improvement.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing workflow structure and headcount.
  • Provided coaching and training to internal teams of 12+ employees to maximize team productivity.
  • Collaborated closely with wide-range of inter-departmental teams including engineers, training and development coordinators, and client partners on various policy/process issues.

Trainer

Accenture
Austin, TX
05.2020 - 05.2021
  • Designed instructional courses and trainings used to improve production and project quality among global teams of 1400+ personnel.
  • Developed testing material designed to gauge student retention of training material. Material was utilized by 10+ international offices and projects.
  • Lead trainings (online and in-person) for large groups of international/multicultural content specialists from 16 different countries.
  • Analyzed weekly training and testing data to determine future training needs and improve US site quality.
  • Presented site performance data to clientele, highlighting training success and presenting action items to further
    improve site output and quality.

Quality Assurance Analyst

Accenture
Austin, TX
02.2020 - 05.2020
  • Demonstrated expert knowledge on company policy and enforcement, ensuring that content abided by company
    standards and regulations on over 70 priority samples per day.
  • Analyzed site data to identify and assess project pain points. Data then used as foundation for series of Project
    Improvement Plans to effectively reduce project error rate to less than 1.5%.
  • Developed coaching strategies to improve agents' work quality on project (effectively reducing number of errors
    produced within team)

Education

Bachelor of Arts - French Language And Literature

Southwestern University
Georgetown, TX
05.2019

Certificate of Language - French

Université De Caen
Caen, FR
12.2017

Skills

  • Data Analysis
  • Corporate Communications
  • French
  • Project Management
  • Customer Relations
  • Excel
  • Staff Training
  • Project Planning
  • Agile Methodology
  • Client Relations
  • Google Suite
  • Microsoft Office

Certification

  • Project Management Certificate (PMP), Google - 05/23

Timeline

Operations Lead

Accenture
05.2021 - Current

Trainer

Accenture
05.2020 - 05.2021

Quality Assurance Analyst

Accenture
02.2020 - 05.2020

Bachelor of Arts - French Language And Literature

Southwestern University

Certificate of Language - French

Université De Caen

Similar Profiles

CREATE PROFILE
Dillon Betros