Camilo Vargas

• Streamlined project workflows by coordinating cross-functional teams of engineers, contractors, and utility partners.
• Created a consolidated knowledge base for projects, customers, and shareholders to enhance overall project performance.
• Oversaw site assessments and permit applications to ensure smooth interconnection with utility providers like ConEd New York.

• Designed and implemented quality assurance frameworks using PDCA and SCRUM to ensure compliance with SOW standards.
• Collaborated with operations and leadership teams to align training programs with business goals.
• Facilitated business reviews with clients, providing insights on training impact and quality trends to strengthen partnerships.
• Designed and implemented strategies to enhance quality performance across three accounts, leading to improved client satisfaction and sentiment.

• Guided and led a team of 200 customer service associates and 13 supervisors to meet daily, monthly and quarterly KPIs related to attendance, efficiencies, customer service, and quality.
• Implemented action plans through PDCA and SCRUM for process improvement.
• Aligned and worked with other departments such as L&D, Quality, and WFM to optimize processes while assuring improvement in supervisors' efficiency.
• Handled financing and took part in weekly average service revenue meetings to review financials and track mitigation plans.

• • Led a team to boost customer service associates' abilities through continuous learning, resulting in improved performance and engagement.
  • Developed remediation and action plans based on quality and customer service scores to prevent turnover.
  • Participated in creating a new line of business to stabilize service level agreements and actively engaged in business reviews with the client.

• Analyzed RWCA based on scrubbing analysis to develop remediation plans for a team of 200 customer service agents.
• Conducted regular sync ups with clients and management to ensure alignment and deliver actionable results.
• Utilized Tableau, Google Analytics, Looker, and Excel for in-depth data analysis.