Jose Ortiz
Astoria,NY
Summary
Dedicated professional with extensive experience in contact centers and a proven track record of collaborating with BPO(Business Process Outsourcing) leadership to ensure exceptional customer experiences. Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Proactive and hardworking individual focused on continuous operational improvement.
Overview
19
19
years of professional experience
26
26
years of post-secondary education
Work History
Supervisor Vendor Management-BPO
Altice USA
Bethpage, NY
12.2021 - 10.2023
- 2021-12 - 2023-11 Supervisor Vendor Management-BPO
Altice USA, Bethpage, NY
• Monitor and analyze KPIs for offshore partners to ensure adherence to company metrics
• Conduct weekly meetings with offshore partners to review KPIs and share best practices for enhancing customer experience
• Lead monthly focus groups with team leadership at offshore sites to address concerns and disseminate best practices
• Evaluated customer needs and feedback via Qualtrics to drive product and service improvement
• Collaborate with upper management on implementing best practices and provide insights on offshore partner performance
• Assist in onboarding new agents with offshore partners and escalate any issues to the onboarding team
• Contribute to special projects based on business needs, enhancing products and customer experience
• Ramped up offshore site with KPIs that were consistently performed better compared to tenured sites
• Conducted regular reviews of operations and identified areas for improvement
• Traveled domestically and internationality to BPO partner sites to meet with leadership to align
Lead Technician
Jericho, NY
06.2004 - 12.2021
- Provided hands-on support to Technical Support Representatives via phone and Teams chat support, supplemented by side-by-side coaching
- Attended training sessions to stay abreast of Altice USA/Intelcia USA's current products and services
- Managed escalated calls, delivering solutions to subscribers or escalating issues to the appropriate departments and maintaining meticulous documentation
- Ensured accurate transaction records in approved databases
- Assisted supervisors, managers, and training teams in special projects, which included creating training documents, leading training sessions, and providing feedback on product and customer service process enhancements
- Collaborated cross-departmentally to find tailored solutions for subscribers
- Managed a team of representatives supporting BPO partners, overseeing scheduling, monitoring interactions, and providing feedback to guarantee a positive customer experience in line with company policy and business requirements
Education
Bachelor of Science - Computer and Information Science
Brooklyn College
Brooklyn, NYSkills
Microsoft Office, Windows, Mac Operating Systems, Basic Computer Networking, and CX
Completed online courses: Technical Support Fundamentals by Google on Coursera, The Bits and Bytes of Computer Networking by Google on Coursera, and Operating Systems and You: Becoming a Power User by Google on CourseraOperations management
Staff Management
Training and mentoring
Problem-Solving
New Vendor Setup
Vendor supervision
Timeline
Supervisor Vendor Management-BPO
Altice USA
12.2021 - 10.2023
Lead Technician
06.2004 - 12.2021
Bachelor of Science - Computer and Information Science
Brooklyn College