Harvey L.
Mid-Level Call Center Quality Assurance Supervisor
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About
Harvey-Neil G. is a seasoned operations and client management professional with nearly five years’ experience spanning the call center, logistics, and marketing industries. He has advanced through key leadership roles including Quality Assurance Officer, Assistant Operations Manager, Executive Account Manager, and Executive Assistant. Harvey-Neil has managed daily business operations for car detailing, coordinated logistics for end-to-end deliveries, and supported real estate admin functions. He has served clients across the US, Canada, and Australia, implementing quality assurance, overseeing B2B sales management, and executing digital marketing strategies in industries like real estate, pharmaceuticals, software, spa and wellness, solar energy, and US tax refund services. His expertise includes CRM tools, performance analysis, and process improvements, consistently driving client retention, operational efficiency, and high service standards across multicultural teams.
Experience
Operations & Growth Manager
Precision Auto Detailing · 2025 — 2026Managed the day-to-day operations of the detailing shop, focusing on scheduling, quality assurance, and timely service execution. Supervised staff to enhance workflow efficiency and uphold service excellence. Adjusted pricing strategies and introduced upselling techniques to increase monthly revenue. Established standard operating procedures for various services to ensure consistent quality. Administered inventory control for detailing supplies to minimize waste. Developed relationships with local dealerships and businesses to secure ongoing B2B contracts. Executed digital marketing campaigns to enhance customer engagement and brand presence. Analyzed key performance indicators related to customer satisfaction and operational efficiency.Logistics Coordinator
DelGate Logistics · 2025 — 2026Facilitated end-to-end coordination of furniture deliveries, managing the scheduling and tracking of shipments, and addressing delivery issues through effective communication. Provided consistent updates to customers while addressing inquiries to ensure seamless service from booking to delivery. Collaborated with warehouses, drivers, and vendors to mitigate delays and protect against damages. Kept precise records of orders and shipment documents using spreadsheets and CRMs. Focused on optimizing delivery routes and oversaw daily logistics tasks to meet client expectations.Executive Account Manager
MacMillan Supply Chain Group · 2024 — 2025Oversaw a portfolio of strategic B2B accounts within logistics, including warehousing and transportation. Crafted tailored pricing models for storage and value-added services. Coordinated with diverse teams to ensure compliance with service-level agreements. Identified and leveraged growth opportunities within existing accounts through upselling and cross-selling of logistics services. Acted as the principal liaison for key clients to maintain long-term partnerships. Managed negotiations regarding contracts and service terms. Organized and conducted executive meetings to propose solutions, utilizing CRM tools for monitoring account performance and pipeline activity.Logistics & Dispatch Coordinator
Broker Brothers Logistics · 2023 — 2024Oversaw the dispatching of LTL, FTL, drayage, hazmat, and intermodal shipments across various carriers. Handled load planning and real-time tracking to guarantee on-time delivery. Communicated proactively with carriers, drivers, and clients to resolve service-related issues. Negotiated rates and evaluated carrier performance to manage transportation costs. Maintained thorough documentation and compliance for all shipments while ensuring system updates.Quality Assurance Officer
KB Staples Business Support · 2020 — 2023Advanced from a Sales Representative role due to exemplary performance. Monitored agent calls and conducted evaluations to deliver feedback and coaching. Collaborated with leadership to enhance service quality and ensure compliance. Worked with team leaders to identify training needs and areas for process improvement. Facilitated weekly calibration sessions to align scoring standards within QA and operations. Provided comprehensive monthly performance reports to Operations for informed decision-making.Business Development Representative
KB Staples Business Support · 2020 — 2022Managed inbound and outbound sales calls for clients in the US, Australia, and Canada. Focused on meeting and exceeding monthly sales targets while ensuring high customer satisfaction. Built trust and rapport with customers to enhance conversion and retention rates. Handled objections skillfully to close sales efficiently while prioritizing customer satisfaction. Contributed to team discussions and shared strategies to uplift overall team performance, receiving recognition for performance and customer service excellence.Admin Assistant and Appointment Setter
London Foster Realty · 2021 — 2021Delivered administrative assistance to a real estate broker by organizing schedules, client communications, and property listings. Engaged in daily outbound calls to prospects for setting appointments and following up on leads. Arranged meetings, property visits, and managed documentation to facilitate efficient transaction processes. Ensured accurate maintenance of records, CRM entries, and client databases. Served as the main point of contact for clients and vendors, ensuring prompt communication.Admin & Operations Support
International Delivery Service Australia · 2020 — 2020Handled comprehensive delivery operations for general cargo, managing scheduling and tracking while keeping clients updated on local and international shipments. Provided administrative and operational assistance for sea and air freight by preparing documentation, monitoring shipments, and fostering effective communication with customs and carriers. Addressed customer inquiries and resolved issues accurately and promptly. Collaborated closely with warehouses, drivers, and global logistics partners to prevent logistical challenges. Maintained organized records and shipping documents while enhancing efficiency in route planning.
Skills & Expertise
Education
- Bachelor of Science Major in Environmental SciencesCaraga State University - Ampayon, Butuan City
- Bachelor of Science Major in Business AdministrationFather Saturnino Urios University - San Francisco, Butuan City
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