Ernesto Boquin
@ernestoboquin
I improve customer experiences through data-driven QA, coaching, and workflow optimization.
HondurasWhat I'm looking for
At TP, I audit voice, chat, and email interactions across international campaigns, using Einstein 360 and Medallia to identify friction points, monitor trends, and improve QA performance through structured coaching.
I've spent over 20 years improving customer experience and operational workflows across BPOs, higher education, and international tech platforms. At Universidad Tecnológica Centroamericana, I managed ServiceNow, Hesk, and WhatsApp Business workflows, built call-quality benchmarks, and analyzed case data to improve routing, response times, and user satisfaction.
As a native bilingual English-Spanish professional, I’ve provided real-time interpretation for international support lines while maintaining cultural accuracy, confidentiality, and quality under high-volume conditions.
I’m comfortable working autonomously in fully remote environments, combining interaction auditing, calibration, root-cause analysis, and performance coaching to strengthen compliance, CSAT, and team performance.
Experience
Work history, roles, and key accomplishments
Audit and evaluate multi-channel customer interactions (voice, chat, email) across diverse international campaigns to ensure strict compliance with client guidelines and quality benchmarks. Utilize advanced analytics tools including Einstein 360 and Medallia to dissect interaction data, identify friction points, and track trends. Deliver data-backed, structured feedback and one-on-one coaching to
Successfully managed and resolved high-priority, complex escalations by executing advanced troubleshooting and adhering to strict service-level agreements (SLAs). Meticulously documented intricate details and case resolutions within the internal ticketing system to maintain a pristine, accurate digital trail.
Provided high-consequence, real-time English-Spanish interpretation for international customer support lines, ensuring flawless communication, cultural nuance accuracy, and strict confidentiality. Maintained an exceptional quality rating by adhering to industry-standard interpretation protocols under fast-paced, high-volume conditions.
Customer Service Administrator
Jun 2015 - Aug 2023 (8 years 2 months)
Managed and audited multi-channel client workflows, inquiry handling, and information routing across ServiceNow, Hesk, and WhatsApp Business platforms. Monitored and evaluated cross-departmental interaction quality, establishing communication benchmarks used to train and onboard support staff. Analyse weekly case data and operational bottlenecks to optimize ticket routing, significantly decreasing
Customer Service Administrator
Jun 2015 - Aug 2023 (8 years 2 months)
Spearheaded multi-channel customer experience operations, managing and auditing platform workflows across ServiceNow, Hesk, and WhatsApp Business. Monitored and evaluated cross-departmental call quality, establishing the internal benchmarks used to train, upskill, and onboard support staff. Analyzed weekly case resolution data and operational bottlenecks to optimize ticket routing, significantly d
Directly managed a team of customer support representatives, overseeing daily queues, case workflows, and rigorous procedural adherence. Conducted targeted quality audits and performance reviews, ensuring all team interactions met strict compliance metrics.
Education
Degrees, certifications, and relevant coursework
Universidad Nacional Autónoma de Honduras
Journalism
Tech stack
Software and tools used professionally
Availability
Location
HondurasAuthorized to work in
Job categories
Skills
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