Isaac Ortiz Gomez

Appointment Setter

CHAT ASSASSINS

Nov 2023 - Current (1 year 3 months)

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Training and Quality Assurance Manager

Allied Global

Jan 2023 - Jul 2023 (7 months)

Led an 18-member team in providing quality assurance for sales and customer service calls, provide training to supervisors and quality assurance analysts Improved overall service quality from 74% to 92% out of 100% by implementing COPC benchmarks to operations on one of the accounts Received and maintained over 88% average for call quality assurance on all accounts being managed Created comprehensive training and performance evaluation program for more than 200 employees in sales, and customer support

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Quality Assurance Supervisor

Allied Global

Feb 2021 - Jan 2023 (2 years)

Managed a sales chat team, while efficiently planning reviews, and revising training, and quality procedures.Identified and reported non-conformances and discrepancies and created formal audit reports. Conducted regular audits and provided actionable feedback to agents and supervisors, driving continuous improvement in call handling and service delivery. Performed post-resolution follow-up to verify adequate resolution of issues. Designed and implemented evaluation criteria and performance metrics to assess quality assurance performance, leading to a reduction in errors and increased internal customer satisfaction. Provided constant feedback to the operations team, allowing all agents to get to appropriate goals

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Quality Assurance Analyst

Allied Global

Sep 2020 - Feb 2021 (6 months)

Served as technical point of contact between quality control and external departments. Contributed to internal audits and assessments. Provided coaching and follow-up on Program improvement plans to individuals, achieving a 5% increase after two weeks of constant feedback Collaborated with cross-functional teams to establish and refine quality standards and best practices, contributing to overall process efficiency and customer experience enhancements

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Sales Representative

Allied Global

Oct 2019 - Jun 2020 (9 months)

Consistently exceeded sales targets through effective communication, persuasive selling techniques, and exceptional customer relationship management. Built and maintained a deep understanding of product offerings, enabling accurate and comprehensive responses to customer inquiries and concerns. Documented information into the CRM system, and keep follow up on customer processes

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Event Coordinator

Asociacion Pianista Honduras

Jan 2018 - Dec 2022 (5 years)

Communicated with content, design, video, and strategy teams to verify alignment between ideas and deliverables. Led rehearsals and warmup exercises to streamline program presentation. Oversaw setup and breakdown of musical equipment prior to and after the event. Developed and maintained budget and pursued grants and fundraising opportunities to support performances. Explained contract details to clients in easy-to-comprehend terminology. Negotiated contracts for client performances and paid promotional appearances.

Sales Representative

StarTek

Mar 2017 - Mar 2019 (2 years 1 month)

Warm calling potential returning customers, explanation of the benefits of having the services. Inbound calls, and customer account creation, provided a clear understanding of charges, billing, and other changes on their bills after they have acquired the services. Followed up on customer leads, developed mail lists, and performed cold calls Keeping records of sales-related activities, transactions, and customer information on the company's system.

Customer Service Representative

Convergys

Jan 2015 - Dec 2015 (1 year)

Maintained quarterly customer service score of 97% Managed CRM and update any client information needed Explained bills, service outages, troubleshooting, activations, and general inquiries

C

Piano Teacher and department coordinator

Conservatorio Sampedrano Artes

Jan 2014 - Mar 2019 (5 years 3 months)

Conservatorio Sampedrano de las Artes, San Pedro Sula Developing skills of the students, meeting with parents Coordinating activities with students, staff, and parents Analyzing budget for activities, internal requirements, and others.

Isaac Ortiz Gomez

About

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Isaac's behavioral traits
Isaac's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.