BPO Supervisor/Agent

Supervise and evaluate daily operations and personnel aiming for efficiency. Managing 20 agents with their deliverables. Conducting data mining and analysis to assist in action planning and execution, in order to meet client’s business needs such as Performance and planning reviews with the client with regards to improving and developing excellent customer service experience

Handled PIP program (Performance Improvement Plan) handled outlier employees in order to manage deficiencies and to drive, improve, and meet client expectations.

Provides guidance, instructions, direction, and leadership, to a group of agents in order to achieve metrics and goals set by the client.

Receiving inbound calls for a telecommunications company in helping residential customers with their internet and email problems.

Subject Matter Expert- Handling escalations calls.