In 2014, the Vice President of Training and Development, Lucas Fuentes, joined QFamily as a customer service representative. From his first day on the job, he has been invaluable to the team and the development of the company. Lucas uses his knowledge as an attorney to enhance customer service and train his team members to do the same. With a background in medical billing and revenue cycle management, Lucas possesses the expertise necessary to effectively lead, train, and instruct all aspects of customer service, including onboarding, new hire training, client-focused education, and HIPAA certification.
His team leadership contributes to ONQ’s environment of excellence and the core values personified by our team members to promote our family culture – value creation, can-do attitude, commitment to quality, and elevating others to the significant degree that he contributed to ONQ’s 2022 Best in Customer Service from Contact Center World for the second consecutive year.
In addition to his contributions to ONQ’s business awards, Lucas was recognized as the Best Trainer in the World by Contact Center World in 2021 and 2022. He was also inducted and recognized as a CCW Next Generation Leader at the 2022 CCW Excellence Awards in Nevada, Las Vegas.