Experience

LTVplus

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Team Leader

  • Jul 2020 - Present

  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction• Create better modes of operations to make customer service easier for both team members and customers• Make provision for a change of mode of operation when the existing one isn’t yielding maximum results• Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes• Observe the performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their loose ends. Also, take disciplinary measures against any team members who are found wanting• Provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through the division of labor• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards• Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.



iQor

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

• Team Leader

  • Feb 2018 - May 2020

  • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes).• Drives continuous improvement through trend reporting analysis and metrics management.• Offers new ideas and suggestions for improvement.• Identifies and implements new practices and processes that are “best in field".• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.• Confers with reporting manager on complex or unusual situations.• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.• Ensures 100percent adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.• Understands and embraces the business and call center operations strategic direction.• Performs other duties as assigned.



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader

  • Jun 2015 - Jan 2018

  • Provides daily direction and communication to experts so that chats are answered in a timely, efficient and knowledgeable manner. • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Provides statistical and performance feedback and coaching on a regular basis to each team member. • Writes and administers performance reviews for skill improvement. • Provides advice for experts who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. • Ensures experts have appropriate training and other resources to perform their jobs. • Responds to and resolves employee relations issues expressed by team members. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. • Addresses disciplinary and/or performance problems according to company policy. • Prepares warnings and communicates effectively with experts on warnings and makes effective/appropriate decisions relative to corrective action as required. • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. • Shares continual responsibility for deciding how to manage the experts, ensuring calls are handled efficiently and effectively. • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

• Senior Subject Matter Expert

  • Mar 2014 - Jun 2015

  • Provided support for Teir 2 TSR’s • Managed service level and productivity • Conducts up training and advanced troubleshooting workshop • Monitor tools and update the clients • Prepares, updates and implement new knowledge base • Performs testing and bug detection for the new tools • Generating daily reports for the overall team progress



Convergys

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

• TSR / SME

  • Jan 2011 - Aug 2013

  • Provided support for the TSR's • Provided assitance for the transistion of new hires • Worked side by side with team leaders for assistance • Troubleshooting CITRIX application • Configuration, monitoring and maintainance of specialized system applications • Prepares, updates and implement new knowledge base for the new system resources • Performs testing and bug detection for the new tools before implementation• Generating daily reports for the over all progress of service level



Firstsource

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• TSA

  • Aug 2008 - Jan 2010

  Technical Support Associate• Designed circuits for verizon business• Flexible, was moved to different programs• Resolves conflict circuits among ds0 and ds1 equipments. Technical Support Associate• Designed circuits for verizon business• Flexible, was moved to different programs• Resolves conflict circuits among ds0 and ds1 equipments.