Daniel Steven Gutierrez León

Lead a team of 5 VoIP quality analysts, coordinating incident escalations and driving route optimization and traffic recovery initiatives. Guide the team in KPI analysis, anti-fraud response, and root cause analysis.

Monitored real-time quality and performance of international VoIP traffic from the NOC, analyzing KPIs (ASR, ACD, PDD) to detect anomalies. Managed anti-fraud alarms, troubleshooting interconnections, and performing root cause analysis.

Implemented quality standards, procedures, and inspections across the production process of a 50-employee food factory, improving customer satisfaction and health-regulation compliance.

Implemented occupational health and safety at Almacenes Corona stores nationwide, conducting compliance inspections and preparing improvement reports.

Supported ISO 9001:2015 implementation, including key formats, documentation, raw-material receiving format, and a quality matrix per process phase.

Completed a Diploma in Strategic Management with SAP, enhancing business and systems management skills.

Pursued a degree in Industrial Engineering, focusing on quality assurance and process optimization.