Joseph Malec
Miami,FL
Summary
Accomplished and results-driven professional with extensive experience in customer service, auditing, and call center operations. Skilled in quality assurance, operational management, and relationship building, with a proven ability to resolve complex issues, improve processes, and ensure compliance with company standards. Bilingual in English and Spanish, adept at fostering customer loyalty, mitigating risks, and leading teams to exceed performance goals.
Overview
20
20
years of professional experience
Work History
Consumer Business Auditor
Norwegian Cruise Line
Miami, FL
03.2022 - Current
- Oversee PCC reservations, ensuring accuracy, compliance, and adherence to company policies.
- Identify potential areas of risk or non-compliance, providing strategic recommendations for improvement.
- Prevent fraud against the company and customers through meticulous review and analysis.
Consumer Business Administrator
Norwegian Cruise Line
Miami, FL
01.2022 - 03.2022
- Implemented company policies and procedures to enhance customer satisfaction and operational efficiency.
Personal Cruise Consultant / Web Chat Consultant
Norwegian Cruise Line
Miami, FL
08.2017 - 12.2021
- Delivered exceptional customer service and sales support, building long-term client relationships.
- Resolved complex issues with tact and diplomacy, achieving mutually beneficial outcomes.
- Applied strategic problem-solving and attentive listening to foster customer loyalty.
Quality Assurance Specialist
Network Capital Funding
Miami , FL
11.2016 - 07.2017
- Monitored and evaluated calls, chats, and data for accuracy and compliance.
- Provided performance feedback and supported process improvements to maintain high-quality service standards.
Supervisor/Operations Manager, Customer Experience
Guatecall
Guatemala, Guatemala
01.2014 - 10.2016
- Led a team of 20 customer service representatives, monitoring and coaching performance.
- Resolved escalated complaints and promoted one-call resolution efficiency.
- Conducted effective team meetings and provided flexible leadership as needed.
Ramp Account Manager
Innovative Contact Solutions / 24-7 Intouch
Guatemala, Guatemala
01.2012 - 12.2013
- Managed call center operations, performance reviews, and production analysis.
- Conducted system audits and quality assurance to optimize operational efficiency.
- Prepared detailed performance reports and identified innovative solutions to achieve organizational goals.
Customer Service Representative
Intelenet Global Services
Guatemala, Guatemala
01.2010 - 12.2011
- Delivered exceptional service and achieved sales targets through customer-centric approaches.
- Built strong client relationships using problem-solving, tact, and diplomacy.
Supervisor
24/7 Customer
Guatemala, Guatemala
01.2007 - 12.2009
- Supervised 20 representatives, providing coaching and performance monitoring.
- Led team meetings and managed escalations with focus on resolution efficiency.
Customer Service Representative
Transactel (Now Telus)
Guatemala, Guatemala
11.2005 - 12.2006
- Provided exemplary customer service, fostering long-term client relationships.
- Resolved complex issues and consistently achieved customer satisfaction goals.
Education
MBA - Business Administration and Management
Universidad Rafael Landívar
Guatemala10-2011
BBA - Science And Letters
Instituto Guillermo Putzeys
Guatemala10-2004
Skills
- Windows OS & Microsoft Office Suite
- Bilingual: English & Spanish (Native)
- Customer Service Excellence & Sales-Driven
- Interpreting & Translation
- Quality Assurance & Process Improvement
- Team Leadership & Training
- Data analysis & Risk assessment
- Audit compliance & Fraud prevention
- Process improvement
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Consumer Business Auditor
Norwegian Cruise Line
03.2022 - Current
Consumer Business Administrator
Norwegian Cruise Line
01.2022 - 03.2022
Personal Cruise Consultant / Web Chat Consultant
Norwegian Cruise Line
08.2017 - 12.2021
Quality Assurance Specialist
Network Capital Funding
11.2016 - 07.2017
Supervisor/Operations Manager, Customer Experience
Guatecall
01.2014 - 10.2016
Ramp Account Manager
Innovative Contact Solutions / 24-7 Intouch
01.2012 - 12.2013
Customer Service Representative
Intelenet Global Services
01.2010 - 12.2011
Supervisor
24/7 Customer
01.2007 - 12.2009
Customer Service Representative
Transactel (Now Telus)
11.2005 - 12.2006
MBA - Business Administration and Management
Universidad Rafael Landívar
BBA - Science And Letters
Instituto Guillermo Putzeys