Open to opportunities

emile Herman

@emileherman

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Results-driven professional with expertise in BPO operations and customer support.

Netherlands

Message

What I'm looking for

I am seeking a role that allows me to leverage my BPO expertise while fostering a collaborative and innovative work environment.

I am a results-driven professional with over 5 years of experience in BPO operations, specializing in customer support, quality assurance, and process optimization. My expertise lies in utilizing CRM platforms such as Salesforce, Zendesk, and SAP, along with QA tools like Calabrio and NICE Nexidia. I have a proven track record of implementing Lean and Six Sigma methodologies to enhance efficiency and reduce handling time, achieving operational improvements of over 15% in global BPO environments.

Throughout my career, I have demonstrated strong leadership skills by mentoring teams and elevating service standards. My experience includes technical support roles where I handled over 50 daily cases and achieved a customer satisfaction rate of 92%. As a Quality Assurance Assistant, I was recognized in the top 5% of agents and successfully documented process gaps, conducted call evaluations, and trained new agents, leading to a 15% reduction in team errors.

Experience

Work history, roles, and key accomplishments

Technical Support

Telus

Jan 2023 - Dec 2024 (1 year 11 months)

Provided technical support via call and email, effectively troubleshooting and resolving customer issues. Ensured timely and accurate error resolution to maintain high service standards.

Troubleshooting Error Resolution Technical Support Customer Service Email Support

Technical Support

Conduent

Jan 2019 - Dec 2023 (4 years 11 months)

Managed over 50 daily cases as a Frontline Agent, achieving 92% customer satisfaction through effective troubleshooting and optimization guidance. Promoted to Quality Assurance Assistant, where I documented process gaps, conducted call evaluations, and trained agents to reduce team errors by 15%.

Customer Satisfaction Troubleshooting Quality Assurance Process Improvement Training Call Evaluation

Sales Development Representative

Hof Promotion

Jan 2018 - Dec 2019 (1 year 11 months)

Delivered compelling sales presentations and product demonstrations to prospective clients. Prepared customized proposals tailored to client needs and successfully negotiated terms to close sales with new and existing clients.

Sales Presentations Product Demonstrations Proposal Writing Negotiation Client Management Sales Development

Education

Degrees, certifications, and relevant coursework

Onderwijsgroep Zuid-Hollandse Waarden

Pre-University Secondary Education, General Studies

Completed Pre-University Secondary Education with a focus on Gymnasium curriculum. Developed a strong academic foundation across various subjects.

Albeda College

Vocational Education, Wholesale Branch Management

Completed Vocational Education specializing in Wholesale Branch Management. Gained practical skills and knowledge relevant to managing wholesale operations.