Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Occmundial
Hobbies and Interests
Languages
Timeline
Generic
Jonathan Robles

Jonathan Robles

Mexico City

Summary

I'm a passionate Contact Center Executive, and Quality Assurance Coordinator who loves all about this amazing industry with almost 15 years of experience in Contact Centers and Customer Experience, Managing and supporting different countries, such as: USA | Mexico | LATAM | Asia | Europe for many international companies for BPOs and In-House Centers. I'm a strong team player, self-directed and able to handle constant changes. Like to help co-workers to take the best of them and make them leaders with proper approach, always making expectations clear and treating others fairly and with dignity. There are no problems… there are solutions.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst in Web Trader/Broker Jr.

XM online Broker
05.2020 - 04.2022
  • Conduct regular audits and assessments to ensure compliance with internal processes to help with trades and provide technical and app related support to online traders via chat or email (back office).
  • Through corrective actions, enhance service quality by identifying areas for improvement.
  • By working with teams across different departments, identify process inefficiencies and implement solutions based on data analysis.

Quality Assurance Coordinator

TKM BPO call center
05.2019 - 04.2020
  • Ensuring adherence to quality metrics and guidelines by auditing chats, emails and phone calls, giving feedback, making recommendations to reduce errors finding root causes and improve overall performance also handled calibration with operations.
  • Develop and deliver a comprehensive training program for new hires and continuous staff development.
  • Through training sessions, workshops, and seminars, equip teams with enhanced skills and knowledge.

Billing & Collections Analyst / QA

AT&T
06.2017 - 02.2019
  • Monitor accounts receivable and ensure we bill the customers correctly, issue and distribute invoices, ensure billing accuracy, prepare and present analytical reports, collect any pending due balance by solving customers issues or concerns (soft collections).

Global Customer Care / Contract Admin

Honeywell Inc.
02.2014 - 01.2017
  • No calls/ticket solving project (back office), follow-up on the administrative processes and procedures of the customers, reviewing contract specifications, support in the management for the services provided by the company.

Technical Support and CSR

Western Union
05.2012 - 01.2014
  • Provided technical support in software and hardware to POS and computers from agents (internally) located at the offices in United States, solving recurrent issues or replacing equipment.

Business Analyst (CSR)

American Express
07.2011 - 01.2012
  • Provided VIP administrative assistance and customer service to card holders (customers), providing solutions to queries, billing issues, problems or concerns about the product or services acquired.

Technical Support and CSR

TELvista (Verizon)
12.2008 - 03.2011
  • Provided customer service and technical support to TV, Internet and phone services.

Technical Support and CSR

TELETECH (TTEC)
12.2007 - 07.2008

Education

High School -

Colegio de Bachilleres Plantel 05
01.2013

Commercial/Technical Software Engineer -

Colegio de Bachilleres Plantel 05
01.2013

Junior High -

Joaquin G. Icazbalceta
01.2002

Elementary School -

Joaquin G. Icazbalceta
01.1999

Skills

  • Project management
  • Strong decision maker
  • Complex problem solver
  • Customer Experience
  • Technical Support
  • Work under Pressure
  • Hard/Soft Collections
  • Strong Excel skills
  • Self driven
  • Innovative
  • Service-focused
  • Supply Chain
  • Order Data Entry
  • Call Center Implementation
  • Quality Assurance Analyst

Accomplishments

  • Black Belt in SIX SIGMA Business Strategy
  • Certification Diploma by COPC Quality Assurance (QA) methodology,
  • Certification Diploma by ISO 9001 (International Organization for Standardization) in 2020

Certification

  • Call Center Project Planning and Projection [ WFM ]100%
  • Call Center Implementation 100%
  • Call Center Infrastructure IT Site
  • BPO - New Business Development (BVI's) 100%
  • Call Center Process structure 100% (HR-QA-WFM. Training etc.)
  • Call Center Operation all Aspect on a 100% With all KPI's and real time measurements
  • CRM - QA and Recording platforms
  • ACD - IVR- CTI -PBX- VOIP
  • Client Retentions and Client Care expert
  • All Interaction Expert, Chat, Email, In-Out Calls
  • Hard Collections and Soft Collection (FDCPA B2B-B2C)
  • Dodd Frank Regulations Expert and TCPA Telemarketing Regulations
  • PCI Compliance
  • Bank Regulations ( AML,OFAC,OFSI,BSA etc.)

Occmundial

occmundial.com.mx/cv/5320437

Hobbies and Interests

  • Reading
  • Singing
  • Self-teaching
  • Love to travel

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Quality Assurance Analyst in Web Trader/Broker Jr.

XM online Broker
05.2020 - 04.2022

Quality Assurance Coordinator

TKM BPO call center
05.2019 - 04.2020

Billing & Collections Analyst / QA

AT&T
06.2017 - 02.2019

Global Customer Care / Contract Admin

Honeywell Inc.
02.2014 - 01.2017

Technical Support and CSR

Western Union
05.2012 - 01.2014

Business Analyst (CSR)

American Express
07.2011 - 01.2012

Technical Support and CSR

TELvista (Verizon)
12.2008 - 03.2011

Technical Support and CSR

TELETECH (TTEC)
12.2007 - 07.2008

High School -

Colegio de Bachilleres Plantel 05

Commercial/Technical Software Engineer -

Colegio de Bachilleres Plantel 05

Junior High -

Joaquin G. Icazbalceta

Elementary School -

Joaquin G. Icazbalceta

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Jonathan Robles