A QA and Operations Professional with over 10 years of experience driving operational excellence across BPO, frontline customerservice, and US healthcare RCM. My work sits at the intersection of quality assurance, data analysis, and continuous improvement. I’ve monitored end-to-endtransactional workflows, led cross-border alignment syncs with US-based auditing teams, and managed complex B2B/B2C escalationsas a Subject Matter Expert (SME)—all while keeping processes standardized and clients satisfied. A few things I’m known for: → Spearheading a continuous improvement initiative that elevated monthly average quality scores from 78% to 90% across 8underperforming hospital accounts. → Leading weekly cross-border alignment syncs that reduced systemic mismatches in claim scoring by 11% through harmonizedevaluation criteria. → Managing 80% of complex E-commerce escalation volumes and evaluating 1,000+ interactions monthly to improve overall accounthealth. I bring a data-driven, process-improvement mindset—backed by a Six Sigma White Belt and coursework in PowerBI & Data Analysis—and I’m equally comfortable diving into variance reporting, standardizing team operations, and resolving frontline client issues. Currently based in Cali, Colombia (EST/CST Timezone Aligned). Highly adaptable to fully remote or hybrid environments.
I'm a QA and Operations Professional with over 10 years of experience driving operational excellence across BPO, frontline customer service, and US healthcare RCM. My work sits at the intersection of quality assurance, data analysis, and continuous improvement. I've monitored end-to-end transactional workflows, led cross-border alignment syncs with US-based auditing teams, and managed complex B2B/B2C escalations as a Subject Matter Expert (SME)—all while keeping processes standardized and clients satisfied. A few things I'm known for: → Spearheading a continuous improvement initiative that elevated monthly average quality scores from 78% to 90% across 8 underperforming hospital accounts. → Leading weekly cross-border alignment syncs that reduced systemic mismatches in claim scoring by 11% through harmonized evaluation criteria. → Managing 80% of complex E-commerce escalation volumes and evaluating 1,000+ interactions monthly to improve overall account health. I bring a data-driven, process-improvement mindset—backed by a Six Sigma White Belt and coursework in PowerBI & Data Analysis—and I'm equally comfortable diving into variance reporting, standardizing team operations, and resolving frontline client issues. Currently based in Cali, Colombia (EST/CST Timezone Aligned). Highly adaptable to fully remote or hybrid environments. 📩 Open to connecting: vivasaguas.luiscarlos@gmail.com
Member Since
September 1, 2026
Last Active
a month ago
