Experienced in developing and delivering training, monitoring quality, and supporting customer service teams to achieve operational excellence.
Provided support and handled escalations to ensure customer satisfaction
Developed and delivered training sessions and procedures for customer support teams
Provided technical guidance and support to support staff for technical issues
Monitored and evaluated call quality to ensure service standards
Alorica
Responsible for instructing and guiding Customer Service and support teams in order to maximize customer satisfaction, Providing training sessions, Developing procedures, Offering technical support, Monitoring issues, Responsible for monitoring of calls for quality assurance purposes, Established and communicated training materials that results to excellent customer service and company growth, Prepared recommendations designed to increase efficiency, revenues and lower costs, Directed corrective measures required to meet standards
ACS
Delegating tasks, Monitoring the team’s performance, Assisting the team by performing the tasks with them, Helping with training and development, Completing paperwork, Handling complaints (from both staff and customers), Helping to hire new staff, Reporting to senior management / personnel when required
Business Administration
Business English
GED
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Delegated tasks, monitored performance, and assisted in hiring processes