My name is Valeria Davila and I am a QA & Training Manager at Opticall BPO. My experience not only as a Call Center Supervisor but as a Quality Assurance Analyst has given me the opportunity to develop and improve effective communications skills with co-workers and team members, as well as the ability to deal with pressure, with analytical and problem solving skills when assisting and escalating issues affecting multiple line of business. Working directly with different store divisions and regional managers with specific tasks has also contributed to make me understand the importance and desire of having qualified, highly-skilled and talented people to achieve the company’s needs.
Among my many responsibilities, I’m in charge of managing and developing our customer service associates in supporting customers with any request they may have via email, chats, phone calls, and social media while creating a fun work environment where associates feel appreciated and supported.
My passion is to be an advocate for the customer, discover different options to solve customer's need and increase their satisfaction, being a promoter for them. Setting new goals and achieving them is what inspires me to come to work every day.
During my free time I love to spend quality time with my family and that’s one of the reasons I enjoy working for Opticall, working with different departments and the support I receive from my coworkers makes me feel like I’m among my family.