Delroy Carnegie Diaz

• Conducted quality assurance tests for property conditions.
• Estimated project costs effectively and site grading findings.
• Analyzed site conditions, optimizing projects with Azure SaaS for enhanced efficiency and cost reduction

• DevOps -Certified Microsoft Communications Reviewer
• Assess submitted emails based on significance to the case, accuracy of updates, quality of writing, and make recommendations to optimize the communication between the customer and the Engineer assigned.

• Science and technology
• In charge of providing feedback to agents, conducting 1-on-1 meetings, verify the accomplishment of metrics and identifying KPI`s
• Assist the recruitment and training process
• Manage both staff and processes in different departments
• Responsible for reports, creation of effective processes, quality control calls and improvement in coordination with international headquarters standards.

• Foreign trade
• Manage and supervise the general development of the company's progress, dedicated to the handling of international packages and parcels
• Verify that customs clearance processes are effectively performed
• Coordinate shipments and withdrawals of merchandise in multiple branches
• Assist with payroll and hiring processes
• Calibrate calls and communications between agents and customers.

• Financial services
• Manage team schedules, coordinate projects and increase the productivity of the Inbound-Outbound calls ratio
• Analyze calls based on quality standard metrics
• Monitor Service Level Agreements and metrics: Average Handle Time / Quality & Customer Satisfaction / Attrition & Absenteeism / Schedule Adherence
• Provide coaching and career path improvements.

• Provide assistance to Microsoft Servers, Software producers and distributors
• Manage and respond to emails with accurate information and deal with engineering issues
• Incoming and outgoing calls for internal departments and technicians escalations
• Team leader
• Coordinate and distribute the workflow among all agents.