Omar Malave
Dorado
Summary
Determined Quality Assurance Supervisor with dedication to quality assurance and customer service. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
19
19
years of professional experience
Work History
Call Center Quality Assurance Supervisor
Luma Energy
08.2021 - 05.2024
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Oversaw on boarding and training of approximately 200 employees to promote qualified and well-coordinated customer experience.
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
- Optimized workflows by regularly reviewing processes for inefficiencies or redundancies, implementing changes that improved overall productivity.
- Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Promoted a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department.
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Determined quality department standards, practices, and procedures.
Quality Assurance Specialist and Trainer
ROCKETGATE LLC
04.2019 - 03.2021
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
- Strengthened vendor relationships, conducting quality assessments of externally sourced components.
- Coached approximately 100 employees on best practices, providing constructive feedback to support their professional growth.
Business Customer Service Rep
AT&T P.R.
11.2018 - 04.2019
- Provided internal and external customer service to business customers
- Provided account analysis, technical support and sales
- Answer inbound phone calls.
- Managed approximately 60 calls a day from US businesses
Senior Business Customer Service Rep II
SPRINT P.R.
01.2005 - 06.2018
- Provided internal and external customer service to business customers
- Provided account analysis, technical support, implementation management support
- Assisted business customer with Tier 1 tech support
- Answer phone calls and emails from customers
- Managed lead (prospecting) program for sales department.
- Maintained detailed records of client interactions, enabling efficient tracking of progress towards issue resolution or sales goals.
- Navigated complex customer accounts, identifying areas where additional support or product offerings could benefit the client''s operations.
Education
Bachelor of Science - MUSIC PRODUCTION
FULL SAIL UNIVERSITY
Orlando, FL01.2021
HIGH SCHOOL DIPLOMA -
NOTRE DAME HIGH SCHOOL
Caguas, PR01.1995
Skills
- BILINGUAL (ENGLISH & SPANISH)
- INTERPERSONAL COMMUNICATION
- ATTENTION TO DETAIL
- CROSS-FUNCTIONAL TEAMWORK
- PROBLEM SOLVING SKILLS
- EXPERIENCE IN MANAGEMENT, COACHING AND TRAINING
- DOCUMENTATION AND REPORTING
- DATA ANALYSIS
- RELATIONSHIP BUILDING
- TEAM LEADERSHIP
- ENGLISH FLUENCY
- CUSTOMER SERVICE
Accomplishments
- Achieved highest phone courtesy score for a quarter in the US market through effectively training employees on empathy
- Supervised a team of 5 staff members who monitored over 200 agents
Personal Information
- Title: Call Center Quality Assurance Supervisor
- Work Permit: Authorized to work in the US for any employer
Timeline
Call Center Quality Assurance Supervisor
Luma Energy
08.2021 - 05.2024
Quality Assurance Specialist and Trainer
ROCKETGATE LLC
04.2019 - 03.2021
Business Customer Service Rep
AT&T P.R.
11.2018 - 04.2019
Senior Business Customer Service Rep II
SPRINT P.R.
01.2005 - 06.2018
Bachelor of Science - MUSIC PRODUCTION
FULL SAIL UNIVERSITY
HIGH SCHOOL DIPLOMA -
NOTRE DAME HIGH SCHOOL
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