alejandro quezada
Accreditation Specialist at Airlines Reporting Corporation (ARC)
operation management customer success professional
customer service excellence operation management professional 7 year experience call center . target oriented seek reach personal team 's metric . always lookout optimize performance facilitate training build team 's skill .
Airlines Reporting Corporation (ARC)
https://www.linkedin.com/company/arc
Arlington, VA
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Accreditation Specialist
Airlines Reporting Corporation (ARC)
https://www.linkedin.com/company/arc
•	Provided excellent customer service for inbound calls (IAR, Accreditation, Financial Guarantee, Agents Choice, Marketplace, etc.)
•	Email assistance (IAR, Accreditation, Financial Guarantee, Agents Choice, Marketplace, etc.)
•	Achieved all of the metrics of the Customer Care Center (100% attendance, 98% adherence, 97% QA, 385 seconds AHT)
•	Top 3 Best Overall KPI Winner for all of 2018.
•	Outbound project work (Bond calls, IAR rollovers, Bank account update, Return drafts, Affirmation)
•	Provided training about the use of CRM to improve AHT, Imperva and Travel Agency Service fee program.
Arlington, Va
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Customer Relations Associate 2
Airlines Reporting Corporation (ARC)
https://www.linkedin.com/company/arc
•Handle inbound calls for IAR, Accreditation, Financial Guarantee, Agents Choice, Marketplace, and other.
•Able to achieve all of the metrics of the Customer Care Center (100% attendance, 98% adherence, 97% QA, 385 seconds AHT)
• Outbound projects: Bond calls, IAR rollovers, 2016 Travel Connect, 2017 Agency fees, Bank account update.
•Provide training about the importance to use Knowledge Library and QA improvement.
• 2016 and 2017 Travel Connect event support.
Arlington, VA
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Customer Relations Associate
TELUS International Central America
https://www.linkedin.com/company/telusinternationalca
●Winner of “The Battle of the Teams” Competition six months in a row competing against eight other teams. Fifteen time winner of “The Battle of the Teams." 
● Supervised a team of 20+ customer service representatives.
● Designed and developed training programs for new policies, created presentations, and provided briefings.
● Measured and created daily and weekly performance reports to improve team’s overall key metrics.
● Provided constant feedback and coaching’s to improve team members KPIs.
● Ensured Key Performer Indicators target goals for the team: AHT under 3 minutes 15 seconds, QA average of over 93%, attendance over 95%, adherence over 98%, Customer Satisfaction Survey over 90%.
● Responsible to maintain a Service Level above 80% on all calls and programs received.
● Monitored calls and provided feedback for quality assurance.
● Created monthly payroll reports.
Quetzaltenango, Guatemala
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Senior Team Leader Call Center
TELUS International Central America
https://www.linkedin.com/company/telusinternationalca
● Monitored and evaluated inbound calls to review the quality of service.
● Provided personalized feedback to customer service representatives.
● Created reports to improve the team’s quality of service overall performance. 
● Provided training tools to increase team’s performance.
Quetzaltenango, Guatemala
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Quality Analyst
TELUS International Central America
https://www.linkedin.com/company/telusinternationalca
● Top performer for 11 months in an account with over 100 CSRs. 5 times employee of the month, 3 times in a row.
● Took inbound Prepaid Debit card customer calls and resolve questions and concerns.
● Made outbound calls to follow-up on open cases to provide a resolution and better service.
● Performed detailed verification in every call to meet company standards.
● Achieved all target metrics during the 11 months as CSR: Maintained an AHT well under 3 minutes 15 seconds, QA average way over 95%, Attendance of 100%, Adherence of over 100%.
● Provided floor support to new Tier 1 Customer Service Representatives and shared best practices.
Quetzaltenango Guatemala
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Customer Service Representative
Tacontenco S.A.
● Coordinated restaurant operations and supervised shifts to meet daily goals.
 ●Created staff weekly schedules based on restaurant rush hours.
● Trained new and current personnel regarding the restaurant’s recipes and on customer service best practices.
●Enforced health and sanitation compliance and review quality of food and service.
● Supported restaurant team in different areas based on demand.
● Regularly checked inventory to minimize decrease in product and control operational cost.
Quetzaltenango Guatemala
Restaurant Assistant Manager
Transactel Power by Telus
●	Took customer calls for a electric company and resolve customer concerns about electricity.  
●	Maintained a QA over 90%, Attendance of 100%, and an Adherence of 100%.
Quetzaltenango Guatemala
Customer Service Representative
Business Administration
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Universidad Galileo
https://www.linkedin.com/school/universidad-galileo/
Education
TELUS International Central America
https://www.linkedin.com/company/telusinternationalca
Telus International - Telus Day of Giving  - "We Give Where We Live."

Once a year the company gets together and supports with books, notebooks, and all the necessary items for kids in rural areas. We also took a whole day to build classrooms or entire schools for them. I was able to be part of #GOD every year I worked at Telus.
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Participant
Education
Virginia International University
https://www.linkedin.com/company/virginia-international-university
Customer Service Training 

I was invited to Virginia International University, a non-profit, private institution to provide a customer service training that covered face-to-face customer interaction, over the phone best practices, e-mail and live chat tone and time response. It was a great experience to be able to provide this training to educational professionals in the areas of Inquiry, Admissions, Registrar, DSO, and Student Affairs.
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Trainer/Volunteer
Airlines Reporting Corporation (ARC)
ARC Specialist Certification
https://www.linkedin.com/in/fahim-mohamed10
Sterling, VA
Fahim Mohamed
Senior Manager/Lead – Data Products/Business Intelligence/Data Quality
https://www.linkedin.com/in/jim-allen-3aa7445
Vienna, VA
Jim Allen
Manager, Strategic Business Analysis at Airlines Reporting Corporation
https://www.linkedin.com/in/mtorres-dev
Louisville, KY
Miguel Torres
Senior Business Intelligence Engineer at Humana
https://www.linkedin.com/in/magnus-nuako
Bowie, MD
Magnus Nuako
Risk and Financial Advisory Intern at Deloitte
https://www.linkedin.com/in/donjtyson
Washington, DC
Donovan Tyson
Real Estate Advisor at Compass
https://www.linkedin.com/in/caiveon-thomas-76328a89
United States
CAIVEON THOMAS
Contract Specialist at Robins Air Force Base
https://www.linkedin.com/in/chance-shelton-480a15ab
Richmond, VA
Chance Shelton
Senior Supply Chain Coordinator at Monument Consulting
https://www.linkedin.com/in/aschloss87
Sterling Heights, MI
Andrew Schloss
Sr. Account Manager - Business Sales at Verizon
https://www.linkedin.com/in/andre-espiritu-36854186
San Francisco, CA
Andre Espiritu
Product Support at G2
https://www.linkedin.com/in/gamaal-k-325409129
Atlanta, GA
Gamaal K.
Driven IT Support Specialist, 6+ Years Providing Great Customer Service and Technical Solutions
https://www.linkedin.com/in/lorraine-damian-05
San Lorenzo, CA
Lorraine Damian, (CHAMP)
IT Hardware Asset Management Analyst at Twitter
https://www.linkedin.com/in/langston-jordan-1856467a
Atlanta, GA
Langston Jordan
Empowering companies to transform complex data into clear and actionable insights.
https://www.linkedin.com/in/alex-banzon-7ba04772
Kansas City Metropolitan Area
Alex Banzon
Client Results Analyst  at Cerner Corporation
https://www.linkedin.com/in/anniedang14
Irvine, CA
Annie Dang
Commercial Manager at Eventbrite
https://www.linkedin.com/in/jamesbrophy1
New York City Metropolitan Area
James Brophy
Onboarding Manager, SMB at xtraCHEF by Toast
https://www.linkedin.com/in/frank-carbin-18494434
Huntsville, AL
Frank Carbin
Tier II Technical Support/Network Support Specialist at SAIC
https://www.linkedin.com/in/connor-mackey
Chicago, IL
Connor Mackey
Co-Owner at Lilly's Mobile Grooming
Roberto Quezada
      
          



            
              
        
              
  

    
        Great discipline and responsability at all times, he demostrated management skills as well as sales and team work.
https://www.linkedin.com/in/alejandro-quez
Montebello, CA
Alejandro Quezada
Student at University of California, Riverside
https://ca.linkedin.com/in/alejandro-quezada1995
Halifax, NS
Alejandro Quezada
MSc Student at the Innovative Waste Management Department at Dalhousie University  I  Biotechnology & Environmental Research I Project Management
https://cl.linkedin.com/in/alejandro-quezada-caw
Chile
Alejandro Quezada
Founder and Volunteer en Chilean Adoptees Worldwide
https://mx.linkedin.com/in/alejandro-quezada-678a091a
Mexico City
Alejandro Quezada
Ceo    Opción Financiera
https://www.linkedin.com/in/alejandro-quezada-6592341ab
Greater Houston
Alejandro Quezada
Branch Manager at Brazos Valley Schools Credit Union