yumi sanchez

• Expands and reviews company policies.
• Provides reports by collecting, analysing, and summarizing program-specific information.
• Completes audit work papers and memorandums by documenting audit tests and findings.
• Recommends the management team on the current company’s compliance with policies and regulations through elaborated reports.
• Updates job knowledge by participating in educational opportunities like reading professional publications, maintaining personal networks, and participating in professional organizations.
• Meets work standards by following production, productivity, quality, and customer-service standards; resolving operational problems; and identifying work process improvements.
• Ensures compliance with regulations and controls by examining and analysing records, reports, operating practices, and documentation; and recommending opportunities to strengthen the internal control structure

• Review subset of support agents’ conversations (calls and chats)
• Assesses support interactions based on internal standards
• Accompany evaluations with meaningful and constructive feedback
• Discusses and explains feedback with agents in regular meetings
• Analyzes all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs
• Helps agents improve their performance with specific instructions and constant support

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
• Help to train new employees and inform them about the company’s customer management policies