Jim Kelly Abdi is a Dutch Business Quality Analyst based in Portugal with over 10 years of experience in quality assurance, customer service, and training roles. He has a background in social studies and education and is fluent in Dutch, English, and Portuguese. Currently he manages a team of 10 quality analysts and is responsible for creating KPIs, ensuring best practices, analyzing customer satisfaction data, and presenting business reviews. In his spare time he performs stand-up comedy internationally.

1. Jim Kelly Abdi
B U S I N E S S Q U A L I T Y A N A LYS T
Details
Rua Armindo de Almeida n.34,
6-D
Barreiro, 2830-275
Portugal
+31654303654
jimkabdi@gmail.com
N AT I O N A L I T Y
Dutch
DAT E / P L AC E O F B I RT H
1991/04/08
Eindhoven
Links
LinkedIn Profiel
Skills
Ability to Work in a Team
Effective Time Management
Fast Learner
Microsoft Office
Communication Skills
Adaptability
Leadership
Analytical Skills
People Management skills
Languages
Dutch
English
Profile
I am a strong communicator who combines professional communication with a
personal touch. I am someone who likes to be challenged and wants to continue
to develop. This way I get the most out of myself and I can continue to grow within
a company. From my own experience I notice that I learn quickly and as a result can
grow quickly within a company.
Employment History
Businesses Quality Analyst , Teleperformance , Lisbon
2 0 2 2 — P R E S E N T
• Manager of a team consisting of 10 Quality Analysts spread over 5 different
LOB's.
• Creating KPI's that match the vision of the client and are reachable and realistic
for the QA team.
• Ensuring Best QA is implemented and all results are available for Best QA
auditing.
• Analyzing monitor data, Csat and Dsat data and NPS scores.
• Report findings in detailed reports to ensure improvements within the project.
• Creating and presenting weekly and monthly business reviews.
Quality Assurance Analyst, Teleperformance, Lisbon
2 0 1 9 — 2 0 2 2
• Worked well independently and on a team to solve problems.
• Organized and prioritized work to complete assignments in a timely, efficient
manner.
• Consistently worked with client satisfaction in mind.
• Analyzing agent interactions to determine the cause of customer
dissatisfaction.
• Preparing and attending the business reviews for multiple projects.
• Report contacts handling performance and statistics through monitoring and
test contact evaluation.
Teleservice, Securitas, Eindhoven
2 0 1 8 — 2 0 1 9
• Utilized strong decision-making and problem-solving skills.
• Schedule additional security officers when requested by a location.
• Supporting special customers with various problems.
Trainer, Teleperformance, Lisbon
2 0 1 8 — 2 0 1 8
• Develop training material.
• Give refresh training courses on Philips equipment to senior employees in the
consumer care department.
• Provide New Hire training for new colleagues.
• Provide safety and privacy training for the entire consumer care department.
Consumer Care Agent, Teleperformance, Lisbon
2 0 1 7 — 2 0 1 8
• Served as a friendly, hardworking, and punctual employee.

2. • Answering e-mails with problem solutions for customers.
• Troubleshoot problems with devices to find the solution.
• Process customer data and product data in Salesforce.
Varied, Young Capital, Eindhoven
2 0 1 6 — 2 0 1 8
• Team leader for major events, where I managed teams to ensure that the
events run smoothly.
• Worked in the kitchen during food festivals.
Technical Help Desk employee, KPN Telecom, Eindhoven
2 0 1 4 — 2 0 1 6
• Customer contact by telephone.
• Troubleshoot the problems the customer experiences.
• Prepare payment agreements for the customers.
Education
Fontys Hogescholen, Tilburg
2 0 1 5 — 2 0 1 7
Diploma: HBO Teacher training in social studies.
No diploma, but internship completed.
Fontys Hogescholen, Eindhoven
2 0 1 2 — 2 0 1 4
Diploma: HBO Social Studies.
No diploma, but foundation year and internship completed.
Fontys Hogescholen, Eindhoven
2 0 0 9 — 2 0 1 0
Diploma: HBO PABO.
No diploma, but internship completed.
Christiaan Huygens College, Eindhoven
2 0 0 3 — 2 0 0 9
Diploma: HAVO.
Graduated.
Extra-curricular activities
Stand Up Comedian, Independent, The Netherlands, Belgium, Portugal
2 0 1 4 — 2 0 2 2
In my spare time I like to perform as a stand up comedian.
I write all my own material, make contact with theaters, cafes and venues and
perform my own material.
This hobby has made me very strong communicative and never shy to express my
opinion.
It has also taught me to make contact with different kinds of people and to adapt
to different levels of speech.