Didier Lucena

Work History

Raya Customer Experience

Cairo, C

01.2024 - Current

Ensuring RCX is compliant to several compliance standards, by conducting comprehensive reviews, and producing reports of non-conformance to standards being evaluated, to ensure compliance is met
Improved operational efficiency by streamlining processes and implementing best practices.
Collected, arranged, and input information into database system.
Work to ensure compliance with regulatory, industry required, and client requested standards
Write reports and work collaboratively with staff members and supervisors across all layers in contact center industry
Consult both internal and external customers on contact center best practices, benchmarks, and performance management techniques
Research additional compliance standards that can be applied in the entity, setting roadmaps for deployment, follow up of plans till successful deployment has taken place
As a result of the above points, I have been a crucial part in successfully re-certifying RCX to the COPC CX Standard over the past 7 years.

Raya Customer Experience

03.2022 - 01.2024

Ensuring RCX is compliant to several compliance standards, by conducting comprehensive reviews, and producing reports of non-conformance to the standards being evaluated, to ensure compliance is met
Work to ensure compliance with regulatory, industry required, and client requested standards
Write reports and work collaboratively with staff members and supervisors across all layers of the contact center industry
Consult both internal and external customers on contact center best practices, benchmarks, and performance management techniques
Research additional compliance standards that can be applied in the entity, setting roadmaps for deployment, follow up of the plan till successful deployment has taken place
As a result of the above points, I have been a crucial part in successfully re-certifying RCX to the COPC CX Standard over the past 6 years.

Raya Customer Experience

10.2020 - 02.2022

Responsible for handling B2B complaints, and manage Client Relationship between Raya Customer Experience and its clients
Identified client needs and suggested appropriate services to enhance client experience
Collaborated with other employees to enhance the client experience
Remained focused on enhancing the client experience through excellent customer service practices
Because of the above capabilities, my company has managed to consistently maintain over 80% reported satisfaction from our clients during my tenure.

Raya Customer Experience

09.2017 - 10.2020

Ensuring RCX is compliant to the COPC CX Standard, by auditing all the functions within the company
Worked on internal and external projects with great care
Effectively multi tasked and worked well with internal and external teams
Built trust with team members and internal and external collaborators.

Raya Customer Experience

01.2016 - 09.2017

Transaction Monitoring and Quality Data Analysis for various companies, such as: HTC, General Motors, and Cisco, among others
Performed thorough mid-process inspections to ensure quality assurance
Followed policies and procedures related to application methods and quality standards at all times
Participated in Quality Management and Quality Performance enhancing activities.

Raya Customer Experience

10.2013 - 01.2016