1. Merida 822 Ejido Matamoros
Tijuana Baja California
Cell: 664 6693981
House: 1036077
miguelcarrillo0024@gmail.com
Miguel Ángel Carrillo Rivera
Objective
 Labor
Develop knowledge, experience, skills and capabilities for a
common good and a personal level…
 Personal
Achieve to settle as a professional and in this way help my family
move forward. Having the needed balance for different situations,
developing to the max in my profession…
Experience
Market Information Solutions
March 2009
October 2010
Survey interviewer by phone for 3 months.
Quality Supervisor: listening to the interviewers on live calls to
make sure the projects were getting done with the client
expected quality percentage for 4 months.
Floor Supervisor: in charge of 6 to 10 projects, making sure the
interviewers had enough sample to dial to meet the daily
expected quotas established by the client. Sending reports at
the end of the night to the operations manager/company
owners for review before sending these out to the clients.

2. Reason of separation: A union was made between both MIS
and First Kontact…
First Kontact Center
October 2010
January 2011
Data Collection Coordinator: supervising projects making sure
these were dialed correctly by time zones, having enough
sample, meeting the expected daily targets and quotas set by
clients, in charge of operations and floor supervisors, making
sure quality supervisors were monitoring interviewers.
SMS Server Master: in charge of all projects from MIS at First
Kontact, this meant making sure all projects had enough
sample for each time zone being dialed, making sure daily
weekly and monthly targets were being met. Having meetings
with company owners and clients to see the progress of
projects being dialed. Coordinating with operations supervisors
to switch interviewers from projects on a daily basis. Doing
reports at the end of shifts for each project dialed by getting all
daily data inserting this information on Excel’s and Word for
individual projects and sending this information every day to
the project clients and owners of both companies MIS/First
Kontact to see the specs for all projects and this way make
changes that are needed to make sure quotas were being met.

3. Market Information Solutions
January 2012
August 2013
Operations Manager: meetings with the clients/owners of the
company twice a week to see the progress of the different
projects being dialed and this way make any necessary changes
in order to meet quotas. In charge of operations supervisors,
this meant training these to keep an eye on projects being
dialed, in charge of quality supervisors, this meant making sure
these were monitoring the interviewers to meet the expected
specs of each individual project set by the clients, in charge of
personnel dialing projects, this meant keeping track of
tardiness, absences, permits to IMMS, vacations and more.
Responsible for all reports that were done by the supervisors
every night, double check their work and send these out to the
different clients/owners of the company…
Reason for leaving the company: they let me go due to a fallout
they had with one of the major clients of the company, work
slowed and they informed me that they could not afford to pay
me any longer…

4. Seguros Sin Barreras (Beachbody)
October 2013
Backup Assistant Team Lead: Supervising agents taking calls,
answering agents questions, taking supervisor calls, quality
assurance on agents to make sure company specs are met,
reports on quality, assistance and adherence to send to
supervisors at the end of every week.
Reason for leaving the company: Found a better option, new
job to help take care of my family…
Plamex / Plantronics
July 2014
Present
Tech support for Plantronics…
Developed
Friendly treatment, client satisfaction, capture of
documentation, Word/Excel, computers, Microsoft Office,
Outlook, responsible with a good attitude of service, work
under pressure and with a good control, 100% speaking/written
in English/Spanish…

5. Education
1985-1990 Elementary School Anaheim California Graduated…
1991-1192 Junior High Anaheim California Graduated…
1993-1996 High School Graduated…
Six months of college for Electronics Technician, did not
graduate…