Jaime A. Ovalle
Edinburg
Summary
Experienced in team leadership, strategic planning, and operational management, I possess a strong skill set to drive project success. Effective communication and organizational skills enable effective collaboration with colleagues and clients. Proven track record of fostering productive work environments and consistently achieving set goals.
Overview
14
14
years of professional experience
Work History
Quality Assurance
Senture
01.2023 - Current
- My duties are to analyze customer interactions and identify areas that need work, including those that may go undetected by the most tenured of agents
- To ensure that reports and recommendations remain fair and unbiased
- To also assist and ensure that management has the necessary data to make decisions that help improve the center’s efficiency
- I also assist in the training and refocusing of agents, offering enhanced skills that they need to best deliver the service our customer’s need and managers expect
- I also do special investigations as asked for by management which includes a deeper dive, analysis and overview of agent trends or an agent’s work
- I was placed into the QA position within 2 ½ months of being on the project
- At times leadership will also have me lead meetings and disseminate any new information regarding changes to current policies or practices
Campaign Data Center Manager
Opinion Strategies, LLC
07.2021 - 01.2023
- To ensure the timely gathering and reporting of all political data collected by field workers, volunteers, and research data collectors
- To make sure that the campaign managers and staff had the necessary analysis and reporting to be able to effectively campaign in areas of need and how to counter areas of negative impact
- Overseeing of all the data reporting and making sure that all supervisors were handling their teams with efficiency and staying within campaign law guidelines
Market Director
Partners In Care, LLC
07.2019 - 09.2020
- Develop and execute the marketing strategy and plans of the Tele Health & Remote Patient portfolio
- Provide support to marketing services groups in the development of all patient targeted communications and programs
- Lead the development of a product pipeline and comprehensive launch plans to drive sustainable and profitable growth
- Partner with cross-functional teams to deliver personalized solutions & experiences to optimize core portfolio
- To ensure that all medical equipment is properly installed and operating within new patient’s homes
Operations Supervisor
Teleperformance
12.2013 - 07.2019
- As an Operations Supervisor at Teleperformance I help with operations & floor control (when needed), hold weekly 10-20 minute meetings with each member of my team, weekly Quality Assurance monitoring and coaching's done using the TOPS process
- I am responsible for weekly reporting (utilization, AHT, break and lunch monitoring), working with training and other management staff to improve quality and efficiency of Escalations team as well as handle inbound escalations
- It is also my responsibility to demonstrate a positive and helpful attitude to all subscribers and fellow representatives as well as demonstrate advanced knowledge of Comcast products
- It is imperative that I understand, organize, and train new information to internal representatives for educational and informative purposes, handle requests for supervisor/management/client requested customer callbacks, and interface with local market support departments to resolve complex issues and trend volume causing issues with upper management to implement up trainings to improve overall floor knowledge
- I also assist in identifying trends in call handling and customer related issues for feedback to upper management and Comcast corporate
- I also partner with Recruiting in the selection process of new hires
- It is also my duty to ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
- Accomplishments I have had the privilege to see several of my agents become supervisors and SMES (Systems Management Experts) while working at Teleperformance
- I have also been awarded Operations Supervisor of the Quarter for four Quarters
- Skills Used My organizational, task management, employee development and customer service skills have truly been demonstrated while working for Teleperformance
Store Manager
Flexi Compras
12.2012 - 08.2013
- I was responsible for leading a store-based sales team of four representatives with activities including sales, deliveries, returns, service/repair and collections visits
- As a General Manager I have P&L accountability and ensure that proper company operating standards are met
- I am also responsible for the coaching and development of my Sales Representatives and Account Manager, making sure that my properly trained staff is in place to deliver consistent superior customer service while achieving sales and profit objectives and protecting company assets
- I was able to achieve all sales and credit goals that were set before me
- Within five months of being with the company I was able to have one of my employees promoted to a store manager position
Customer Care Lead Agent
Allegiant Airlines
01.2011 - 12.2012
- I communicated with agents by telephone to furnish information regarding fares, schedules, routings, flights, availability of space on aircraft
- I also would finalize sales of Allegiant Travel flights, confirm reservations, and provide information regarding ticket purchase and other special services
- I answered customer and agent inquiries regarding flight arrivals, delays, cancellations, flight irregularities, facilities, and other general information
- Other duties included the analyzation and implementation of company policies, answering on average of 300 emails regarding customer concerns/complaints and ensuring that sales agents were properly implementing company policy
- At times I was assigned as a Training Coordinator assisting with on-the-job and classroom training programs, as assigned by the company
- I was promoted to Customer Care Lead Agent within five months of being with the company
- I helped create and implement new policies within the Call Center that are still being used
- My use of Microsoft Office and its various programs
- My leadership, managerial, and customer service skills were also demonstrated at this job
Education
Bachelor of Arts - Political Science
University of Texas Pan American
Edinburg, TX05-1997
Bachelor of Science - Biology
University of Texas Pan American
Edinburg08-1996
Skills
- Quality assurance tools
- Quality assurance experience
- Product quality assurance
- Quality assurance lead technician skills,
- Healthcare quality assurance
- Quality assurance oversight
- Decision-making
- Customer service
- Goal setting
- KPI tracking
- Data analysis
- Resource allocation
- Change management
- Problem-solving
- Time management
- Safety procedures
- Analytical thinking
- Conflict resolution
- Employee training
- Task delegation
- Public speaking
- Documentation and reporting
- Project management
- Performance monitoring
- Workflow optimization
- Risk management
- Policy implementation
- Process improvement
- Business process optimization
- Budget management
- Staff recruitment
- Loss prevention
- Cross-functional coordination
- Team leadership
- Operations management
- Schedule management
- Inventory control
- Delegation
- Employee motivation
- Process improvements
- Staff development
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Interests
- Gym Workouts
- I have a passion for photography and editing photos
- Photography
- Creative Writing
- Volunteering
- Hiking
- Outdoor Recreation
- Camping
- Backpacking
Timeline
Quality Assurance
Senture
01.2023 - Current
Campaign Data Center Manager
Opinion Strategies, LLC
07.2021 - 01.2023
Market Director
Partners In Care, LLC
07.2019 - 09.2020
Operations Supervisor
Teleperformance
12.2013 - 07.2019
Store Manager
Flexi Compras
12.2012 - 08.2013
Customer Care Lead Agent
Allegiant Airlines
01.2011 - 12.2012
Bachelor of Arts - Political Science
University of Texas Pan American
Bachelor of Science - Biology
University of Texas Pan American
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