PROFESSIONAL EXPERIENCE ACM, Assistant Center Manager TELEPERFORMANCE CDO, January 2019 – Present • Responsible for maintaining the programs efficiency metrics such as Attendance, Attrition, CRT and Program Specific KPI’s (NPS, UP Score, Cancellation, Credits and Adjustments, FCR, Dollar Delinquent Collectables & Add-A-Lines). • Performs RCA Analysis (TRIAD sessions with Supervisor’s & Shadow) to provide ELP and right path for Supervisor’s in being consistent with their team performance. • Formulates action plans through Weekly KPI Action Plan, drive execution to ensure client targets are met daily, weekly & monthly. • Analyze KPI’s to identify individual, group and site glide path to help bridge performance gaps. • Provides weekly status report detailing major work accomplishments, operations-related issues and risks, performance improvement opportunities, and upcoming activities. Coach/Supervisor – T-Mobile TELEPERFORMANCE CDO, February 2018 – January 2019 • Handles 7 Account Experts and 1 Tech Expert managing their performance. • Do daily coaching sessions to outliers and coaching follow-ups for them to improve daily performance. • Manage the team’s CRT, ACW, Hold, breaks and attendance. • Do real time remote monitoring and side-by-side coaching sessions to manage the team’s performance. • Checking the team’s daily schedule to avoid attendance disputes before every payroll cut-off. • Sending End-of-day report to manager to monitor daily performance of the team and community. Customer Service Representative – KOHL’s (.com) TELEPERFORMANCE CDO, December 2017 – February 2018 • Provide assistance to customer’s regarding their online orders, issues and account related concerns. Floor Support / Subject Matter Expert – KOHL’s TELEPERFORMANCE CDO, October 2017 – Present • Provide assistance to customer service representative regarding customer’s inquiry, statements, billings issues, payments, etc. • Provide resolution to customer complaints, open work cases for escalation. • Monitor teammates KPI’s, VOC’s, QA’s daily, weekly, monthly to indicate what areas to work on in order to improve. • Do daily monitoring’s to teammates to determine areas of improvements. Top-performers are coached in a weekly basis while doing burst monitoring’s to outliers to ensure gradual improvements. • Gather team’s overall performance daily and present it to my Supervisor for their daily Supervisor’s meeting. • Present to teammates their stats daily so that they will know the areas they need to improve to hit the KPI targets. • Send daily emails to the team for new updates regarding the account and the company. • Conduct focus group discussion to the team to share ideas, share best practices and identify mistakes to move forward for improvement. Customer Service Representative – KOHL’s (Cards Services) TELEPERFORMANCE CDO, August 08, 2017 – October 2017 Job Description: • Cater world-class customer service to Kohl’s customers. Specifically assigned in cards services. We provide answer to customer regarding their accounts, statements, billing, payments, inquiry, etc. Team Lead – Sales / Technical Support Engineer CONCENTRIX (SUPPORTrix Department), May 2012 – August 2017 Responsibilities: • Manages and handles a team of agents that supports escalated inbound calls from Linksys customers. Troubleshoots complicated and difficult problems by identifying the main problem and providing step by step instructions to help the client solve the problem. • Give updates on the team • Handles inbound direct calls and assisted client in configuring all kinds of networking devices like iPad, iPhone, PC Concern, Anti-Virus software installation, PC Optimization, Gaming Console, Blu-ray Players, Smart TVs and many others. • To provide quality customer service in handling complex and escalated customer inquiries and other advanced Linksys products. • Performs outbound calls per client’s request to get back to them to their unresolved concerns to ensure total customer satisfaction. • Assess need for replacement products; recommends its replacement to the Team Leader; and forwards request to the RMA unit to ensure immediate action is taken. • Attends trainings for product orientation and call handling skills to improve quality of customer service. • Attends Sales Training to enhance our skills in selling products and services. • Attends meeting/check and balance meeting and meeting with co-supervisors to get updates, information, and feedback on production performance and on work related matters. Technical Support Engineer / Sales CONCENTRIX (SUPPORTrix Department), April 2009– May 2012 Job Description: • Handles escalated inbound calls from Linksys customers. Troubleshoots complicated and difficult problems by identifying the main problem and providing step by step instructions to help the client solve the problem. • Handles inbound direct calls and assisted client in configuring all kinds of networking devices like iPad, iPhone, PC Concern, Anti-Virus software installation, PC Optimization, Gaming Console, Blu-ray Players, Smart TVs and many others. • To provide quality customer service in handling complex and escalated customer inquiries and other advanced Linksys products. • Performs outbound calls per client’s request to get back to them to their unresolved concerns to ensure total customer satisfaction. • Assess need for replacement products; recommends its replacement to the Team Leader; and forwards request to the RMA unit to ensure immediate action is taken. • Attends trainings for product orientation and call handling skills to improve quality of customer service. • Attends Sales Training to enhance our skills in selling products and services. • Attends meeting/check and balance meeting and meeting with supervisor to get updates, information, and feedback on production performance and on work related matters. Subject Matter Expert (SME Escalation Team) and Senior Product Support Specialist Level 2 LINK2SUPPORT INCORPORATED, December 2008 – April 2009 Job Description: • Supports Outbound/Inbound calls. • Provide technical support through voice, e-mail and chat on installing networking devices to address customer concerns and provide quality customer service. • Supports Level 2 Devices (e.g. print servers, cameras, VPN, Storage Devices and etc.). • Acts as a senior technician who will cater exceeded threshold and unmanaged calls. Product Support Specialist (Extended Service Program) – Pilot team LINK2SUPPORT INCORPORATED, February 2007 – December 2008 Job Description: • Provides product and service support for out-of-warranty devices to Linksys customers for basic and advanced networking devices. • Provides customer service solutions to different clients of Linksys who needs assistance, provides information in response to inquiries about the products or services, and handles and resolves complaints. • Securely process credit card transactions for out-of-warranty devices and provided different support packages depending on the client’s network setup and devices. Product Support Representative - North American Support (NA) LINK2SUPPORT INCORPORATED, August 2006 – February 2007 Job Description: • Provides the Technical Support to the North American customers through voice interactions. • Provide voice technical support on installing networking devices to address customer concerns and provide quality customer service. • Gives Customer Satisfaction to the client of Linksys. • Make reports in every call and log all calls in the database. • Undergoes training about Networking devices specifically Linksys products. • Undergoes training in Communication Skills Enhancement and Case Handling process.