Experience

InfoPay

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Compliance Data Protection Specialist

  • May 2021 - Present

• Email Support Representative

  • Jul 2020 - May 2021



Accucom Corporation

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Email Support Representative

  • Dec 2016 - Apr 2018

   Answer 300-600 tickets daily that are sent by customers for cancellation, refund, and basic membership inquiry.  Ad hoc tasks include generating daily reports and answer escalation tickets.  Answer 300-600 tickets daily that are sent by customers for cancellation, refund, and basic membership inquiry.  Ad hoc tasks include generating daily reports and answer escalation tickets.



SterlingBackcheck

• Canada
• Human Resources Services
• 300 - 400 Employee

• Client Service Executive

  • Jun 2014 - Sep 2016

   Proactively manage customer background screening day-to-day programs to best align with customer’s organizational needs.  Attend regular business reviews (via phone) as the day-to-day owner of the client’s background screening program.  Assist clients in making informed hiring decisions, including conducting training on using our system (for both individuals and groups). Create client specific training guides, when necessary.  Identify areas for upsell and improvement by knowing the client’s daily processes. Work with the Account Manager to implement the new services.  Respond to client questions about our services, results and provide additional specialized services when needed.  Liaise between clients and internal departments to provide clear and accurate program guidance and issue resolution for customers.  Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.  Conduct client needs analysis presentations to management as requested  Conduct and deliver additional projects as assigned by manager Show less



[24]7.ai

• United States
• Software Development
• 700 & Above Employee

• Team Leader

  • Dec 2009 - Oct 2011

   Manage agent and team level performance on contact center metrics like service level,AHT,CSAT, FCR, Quality, Transfer Rate, Absenteeism, and other end user impacting metrics witha focus on Customer Satisfaction and Retention to achieve client satisfaction. Provide objective and specific coaching and feedback related to metric performance, callhandling, call quality, and call metrics performance for individual development Develop individual performance plans for agents on contact center metrics and personaldevelopment to impact client satisfaction and retention. Use tools to put together analyses and performance reports on contact center metrics to aid indecision making. Take supervisor calls for complaints and commendation; troubleshoot customer’s technicalproblems related with hardware, software, connectivity, home networking and others in aclient’s scope of support document. Show less

• Technical Support Representative 2

  • Jan 2008 - Dec 2009

   Troubleshoot customer technical problems related with hardware, software, connectivity,home networking and others in a client’s scope of support document. As a team POC, I was trained to monitor our team's performance and do coaching specificallyfor Quality and CSAT I was privileged to take part in an on-the-job training for Team Lead post, where we werementored one on one to perform managerial tasks.



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• CSR/Technical Support Representative I

  • May 2006 - Dec 2007

   Answer inbound calls and assist customers with their queries and technical needs.  As a team POC, I assist my Team Lead in monitoring individual performance and attendance of other team members.  Answer inbound calls and assist customers with their queries and technical needs.  As a team POC, I assist my Team Lead in monitoring individual performance and attendance of other team members.