Luis Waldo Estrada
El Paso,TX
Summary
Accomplished Client Success Manager as well as Training and Quality Manager with a proven track record at Alorica in enhancing client satisfaction and retention through strategic planning and quality improvements. Skilled in data analytics and coaching, successfully mentored teams towards excellence in customer support, achieving significant process efficiencies. Expert in training program development, fostering continuous improvement and operational excellence.
Overview
25
25
years of professional experience
Work History
Client Success Manager - Training and Quality
Alorica
04.2021 - 09.2024
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Mentored junior team members in best practices for managing complex accounts and exceeding client expectations.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted regular reviews of account performance, identifying opportunities for training enhancements.
- Streamlined communication between clients and internal teams for smoother project execution and new account launches.
National Quality Manager - Latin America
DISH
10.1999 - 09.2020
- Improved quality standards by implementing national guidelines and auditing processes.
- Developed training materials for quality assurance teams to enhance operational efficiency.
- Enhanced customer satisfaction with strategic process improvements.
- Led quality control teams, ensuring consistent adherence to national standards.
- Analyzed data trends to identify and address root causes of quality issues.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
Education
No Degree -
El Paso Community College
El Paso, TXSkills
- Client engagement
- Project management
- Customer retention
- Data analytics
- New hire on-boarding
- Coaching and mentoring
- Training methods
- Learning management systems
- Training program development
- Continuous improvement
Languages
Spanish
English
Timeline
Client Success Manager - Training and Quality
Alorica
04.2021 - 09.2024
National Quality Manager - Latin America
DISH
10.1999 - 09.2020
No Degree -
El Paso Community College
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