Charlemagne Charvet currently serves as the Assistant Vice President of Global Quality at ibex, where he leverages his extensive expertise in quality management and operational excellence to drive significant improvements across the organization. With a Six Sigma Green Belt certification and a background as a...
Charlemagne Charvet currently serves as the Assistant Vice President of Global Quality at ibex, where he leverages his extensive expertise in quality management and operational excellence to drive significant improvements across the organization. With a Six Sigma Green Belt certification and a background as a COPC Registered Coordinator, Charlemagne is adept at implementing data-driven strategies that enhance customer satisfaction and operational efficiency. His role involves overseeing quality assurance initiatives and ensuring compliance with industry standards, which is critical in maintaining ibex's competitive edge in the customer experience sector.
One of Charlemagne's notable achievements includes the successful migration of 75% of the US Quality Assurance staff to the Philippines. This strategic transition was executed with minimal disruption to operational performance, resulting in substantial savings on administrative labor costs. His adept transition management skills and keen focus on business analysis played a pivotal role in this endeavor, showcasing his ability to align resources effectively while maintaining high service standards.
In addition to his transition efforts, Charlemagne initiated a Predictive Customer Satisfaction (CSAT) program for ABay, coupled with CSAT outlier monitoring for a US inbound telecommunications program. These initiatives significantly improved the vendor's CSAT ranking, propelling it from the 30th position to a much more favorable standing. Charlemagne's proficiency in data analysis and project planning has been instrumental in driving these results, demonstrating his commitment to enhancing customer experience through innovative quality management practices. His leadership in these key projects not only underscores his expertise but also positions him as a vital contributor to ibex's mission of delivering exceptional customer service.
