Francis Lucena

Team Leader

LumiMeds

Aug 2025 - Sep 2025 (2 months)

• Generated and analyzed sales reports via internal dashboards and Excel to identify enablement strategies that increased company revenue from 14% → 27% in 3 months, collaborated with executive leadership to optimize marketing-driven pipeline growth, and managed 60+ daily telehealth client engagements, aligning cross-functionally with sales to meet client needs and improve conversion strategies.

Client Relations Services

Reed Elsevier

Nov 2023 - Jul 2025 (1 year 9 months)

• Delivered client-focused issue resolution, account management, and call handling while maintaining accuracy and efficiency

T

Quality Supervisor

Transcom Worldwide Inc.

Jul 2023 - Nov 2023 (5 months)

• Spearheaded QA operations, enhanced reporting and agent performance, driving sales growth from 15% to 33% in 3 months via coaching and calibrations.

Quality Supervisor

Global Payments

Oct 2021 - Feb 2023 (1 year 5 months)

• Directed QA operations, led calibrations and coaching, managed monitoring disputes, and implemented empathy training, raising customer satisfaction 79% → 86% in just one month.

C

Quality Supervisor

Continuum Global

Oct 2016 - Jul 2021 (4 years 10 months)

• Directed QA monitoring and coaching for voice and chat accounts, facilitated calibrations, managed client reporting, and supported program-wide business reviews and strategic planning. • Partnered with Operations to drive revenue growth by improving customer interactions via side-barging and close monitoring of agent performance.

P

Product Trainer

Oct 2014 - Aug 2015 (11 months)

• Led cross-functional efforts with Operations to drive agent revenue, elevate CSAT, reduce errors, and optimize FCR, SLA compliance, QA scores, and customer escalations.

Quality Assurance III

eTelecare Global Solutions

Oct 2003 - Mar 2014 (10 years 6 months)

• Oversaw client reporting, led Amex Error Tracking Team to sustain low-error performance, conducted coaching and call monitoring, coordinated operational tasks, and facilitated training for new agents.

C

Customer Engagement Associate

CUSTOMER CONTACT CENTER

Sep 2001 - Oct 2023 (22 years 2 months)

• Managed call handling and account maintenance, providing troubleshooting support and resolving client disputes to ensure operational efficiency and customer satisfaction.

About

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Résumé