Experience

Casa Ley

• Mexico
• Retail Groceries
• 700 & Above Employee

• Sub-Gerente

  • 2017 - Present



RDI Corporation

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

• Operations Team Lead

  • Mar 2015 - Jun 2017

  I lead a team of anywhere from 32-45 agents. DUTIES: Recover service to the client by means of an effective solution. Select, train, coordinate, evaluate and develop prospective agents. Address and solve doubts or complaints from agents. Communicate any change in processes to them and generate a positive work enviroment. Solve cases that are escalated, taking care of conflicting situations with clients and pursuing a solution to the problem. Look for the information necessary to facilitate the resolution. Collaborate with internal areas to provide correct and opportune answers to clients in order to maintain, to retain or to gain the loyalty of the clients. Monitor the agents calls in order to detect and correct problems within said calls. Review the present group and the state of the agents in order to propose adjustments necessary to obtain the specific goals. Carry out live monitorings in order to supervise the fulfillment of the established protocol of quality. Verify that agents meet the standards of quality. Detect strengths and areas of opportunity. Provide feedback to the agents with base in the obtained data of the monitorings realised by they themselves and the advisers of quality. Decide plans of action and programs to improve the performance level in order to reach the established indicators. Create an atmosphere of positive learning, providing coaching with clear, specific, opportune and respectful feedback to the agents to assure operational excellence and to improve their performance. Show less