Team Lead / Supervisor
Teletech
مجموع سنوات الخبرة :5 years, 10 أشهر
- Specifically handles Wireless, Wireline & Reseller Number Portability for Sprint (US Telecom Company)
- Supervise and manage associates within the program for both Inbound and Back office
- Handles coaching session and delivery of associates metric data and other reports related to their performance and productivity
- Evaluate associate’s calls as part of CSAT, Supervisor’s monthly evaluation and to ensure improvement with their call handling
- Answers customer complaints or Supervisor calls
- Handles associates timekeeping and its approval to payroll
- Service Level monitoring
- Other admin task
- Answer phone call and responds to customer requests.
- Ensures that customers are assisted in a timely manner
- Identify, research, and resolves customers issues
- Follow-up on customers inquiries that were not resolved
- Creates ticket for escalated issues
COLLEGE (1994-1998) Major in HOTEL AND RESTAURANT MANAGEMENT St. Jude College Dimasalang, Manila