Bern Panuncialman

•Daily Tasks:
* Managing the daily operation of the assigned program (e.g -- make sure that all 3 shifts are well supervise and make sure the TL and OIC will provide accurate report.)
* Coordinating with other Team Leader and OIC's on every shift to gather information and resolve minor issues in the campaign
* Other Team Leader and I do the call monitoring for both Customer Support and Panic Button calls.
* Implementing the daily hat checks(protocol checks) to make sure that agents are fully equipped with the products/services.
* Handling the most complex customer complaints and inquiries if necessarily.
* Coaching and motivating agents.
* Relay and delegate tasks to the team.
* Handling product training and agent’s performance.
* Do follow up; make sure that the Statistic- Call Center is updated since we have a weekly report on the following: Number of Comments, Panic Button Calls, Customer Support Calls, Study Hours, Up sell, Subscribers Called, Tickets and Chats with Subscribers.
* Provide comprehensive report to MobileTREC Company and 611 Management.

•Specialty:
* Oversee the entire team operations.

Selling product to the market particularly household families who wanted to have a better channel network.
Setting up customers with new cable/internet/phone accounts.
Offering diverse music, entertainment, movies and specials programming to the customers.
Send daily report with updated sales.
Setting goals to hit quota and have commissions afterwards.