Victor Holmlund

• Moderated sampling queues comprising Comments, Audios and Photos implementing merged policies keeping an average quality over 98.%
• Provided feedback with over 60 daily appeals as respondent and arbitrator promptly as well as closing and delivering final arbitrations providing feedback to QA's and CM's
• Performed calculation & extraction data process from Comment and Photo queues performing the due RCA when discrepancies were identified or when in need to clarify a misalignment with an average of 10 to 20 weekly cases
• Collected cases brought in calibration while actively participating in the clarification of policies and alignments for the team
• Distribute daily the workload on team's Masterdoc creating an even distribution averaging over 200 tickets weekly per agent
• Provided shadowing session for members of the team to ensure correct application of policies after merging
• Created Cover Plan sheet redistributing tasks and responsibilities for the QA's in AL / Sick Leave and administered BH sheet for inner team organization in relation to festivities & Bank Holidays
• Hosted weekly coaching sessions with QA in PIP collecting specific cases and clarifying eventual policies
• Hosted bi-weekly inner calibrations with the help of PES feedback on final arbitrations and granular cases
• Overall assisting team members and providing feedbacks to TL

Started as Content moderation Agent and quickly became Quality Analyst/Trainer, supporting multiple languages and lines of business, from fraud investigation to quality compliance, reviews and Q&As. As Quality Analyst and Trainer my main tasks were:

• Weekly tickets evaluations and coaching of approximately 20 Agents per week on Italian, Spanish, Portuguese and English markets.
• Investigation through multiple tools (web search, law compliance, moderation of video content, photo content) to ensure legitimacy of job advertisement.
• Led multiple internal process improvement and policy improvement projects to help operations meet and exceed quality standards and reduce costs.
• Partnered with management to create, develop and implement quality initiatives, resulting in internal and regrade quality score above 95%.
• Performed root cause analysis through identification of knowledge gaps and alignment in guidelines through deep analysis and easing of polices.
• Administered over 600 internal surveys in Q2 2020 and tabulated results to increase visibility.
• Weekly calibrations across multiple languages to ensure correct application of policy updates and team alignment
• Crafted training materials and ran on-boarding sessions to train up to 15 incoming team members across multiple nationalities.
• Developed team communications and information for meetings.

Coming from a background of internships throughout luxury hotels in Rome, providing high level customer service was the main goal.

Using previously acquired communication and interpersonal skills to ensure the best experience to every guest.

The main duties and tasks were:

• Developed and implemented performance improvement strategies and plans to promote continuous improvement with overall increase of 20% in sales.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Managed on-site evaluations, internal audits and customer surveys.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Prepared variety of different written communications, reports and documents to ensure smooth operations improving operational efficiency by 5%.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution (VAT invoices and payroll).
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Worked flexible hours; night, weekend, and holiday shifts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Served customers and followed outlined steps of service.
• Supervised work of contracted employees to keep on task for timely completion.
• Used Microsoft Word and other software tools to create documents and other communications (VAT Invoices, proof of residence etc.).

This was my first experience working and living independently in Ireland.

This taught me to provide high standards in terms of punctuality, flexibility and Health and Safety .

I was also able to utilize and improve my multilingual background interacting with passengers from all over the world, delivering the best customer service at all times.

The main tasks and duties were:

• Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
• Answered passengers' questions and provided solutions to issues arising during flights with overall customer satisfaction of 90%.
• Cleaned and serviced aircraft cabin, galleys and lavatories.
• Oversaw maintenance of all required equipment and sent it out for required services.
• Checked personnel for proper uniforms and safety equipment.
• Cross-trained shift staff in various tasks by rotating assignments on frequent basis.
• Followed company regulations and rules to promote safe environment for travelers and employees.
• Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures to ensure 100% quality reports .
• Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
• Relayed updates and information to passengers after confirming key details with pilot and Managers.
• Supervised team of over 5 cabin crew members.