Dynamic professional with over 10 years in customer service and team leadership. Skilled in coaching, training, and motivating teams to excel in fast-paced environments, with bilingual proficiency in English and Spanish.
Proven ability to handle customer interactions effectively, resolving issues and ensuring satisfaction.
Skilled in guiding and motivating teams to achieve goals while fostering a positive work environment.
Strong verbal and written communication skills in both English and Spanish, facilitating clear interactions.
Experience in onboarding and mentoring new employees to ensure they meet operational standards.
Scarborough Research
Making outbound calls. Managing my communications skills. Convincing people to do a survey based on demographics...etc.. Meeting the daily call and survey expectations
TTEC
Taking customer service and technician calls for TV and internet issues as well as assisting customers with billing concerns and payments.. Managing metrics. Using communication skills to help customers. Managing call times and using tools
TTEC
Taking customer service and technician calls. Teaching new hires how to take calls and use their tools properly also (motivating them when needed) and assisting supervisors on specific tasks, such as monitoring ACT, evaluations, tone checks, and deep dives.. Assisting new hires in the classroom with answering their questions when on a call.. Managing my daily, weekly, and monthly metrics/tool usage. I have great communication skills and patience and empathy on my calls with the customers and also when I was an OJT/GE with the new hires I was teaching.. I had to be able to adjust my style of communication and teaching methods based on the person and their ways of learning or on their personality.
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TTEC
Provide guidance to my team in a positive way and help them to achieve their goals.. Have motivational talks with my agents on, one on ones, and in team meetings.. Provide constructive feedback on areas of opportunity and provide the agent with an action plan that will help them to achieve what needs improvement.. Proper follow ups when needed such as, (feedback, sanctions, terms, career conversations, PIP plans, ETC.. Track metrics for my team,(daily, weekly and monthly) as well as keep track of attendance and breaks and early outs, as well as monitor calls in real time and recorded and provide constructive feedback.). Set up goals for improvement based on the agent and their performance. Provide coaching's in a manner where the agent can express themselves as well as take into effect the feedback that I give as well on a weekly basis or as needed.. Use the 5 whys method to get to the bottom of the reason the agent isn’t achieve a specific goal (RCA). Document all of the conversations and follow ups and be consistent.. Set up expectations that are realistic and achievable.. Send weekly schedules for coaching's and team meetings and for the next weeks support needs for inbound and outbound calls and for floor coverage as well as classroom coverage based on ratios.. Provide hands on, role plays, and call observations to agents based on their areas of opportunity.. Keep track of trends that are having an impact on the agents calls.. Build a rapport or a bond with my team. (work as a team) (always be open to feedback from your team as well). Maintain glidepaths up to date and use them for visual tracking of improvement and for set goals for the agents.. Use Power Point to show presentation of different aspects of how my team was either improving or not improving based on graphs and the main reasons of why it either improved or not.. Do the update on the payroll sheets for my agents and make sure the coding was correct and the agents log in and log out hours were coded properly. (including their overtime). Monitor chats and team chats as well as respond. Send emails and responses in a professional manner.
