Over 12 years experience in the Call Center Industry
Call center experience includes Recruitment, Training, Quality Assurance, Work Force Management, and Team Management
Developed technical knowledgebase articles for top outbound support call drivers
Collaborated with client to improve quality guidelines and form
Scheduled and ran over 38 different leads list campaigns that consisted of AT&T U-Verse and DSL high churn risk customers
Manage both inbound and outbound specialist support agents
Excellent written and communication skills
Computer and application skills include but not limited to Microsoft Office Suite 2010, Microsoft Excel, IEX, CC Pulse, Snap Wire, CallCopy
To secure a challenging career that emphasizes increasing responsibility, personal growth, and professional achievement
Proven ability to adapt quickly a challenge
Strong data analysis interpretation and problem solving skills
Eager to learn and willing to work hard
Excellent communication skills
Call Center Supervisor, 05/2012 to Current Teleperformance – Boca Raton, FL
Managed a team of 18-20 employees monitoring their productivity, providing technical guidance, and staff development
Monitored individual and team results to identify and act on positive and negative performance trends to ensure attainment of revenue goals and performance target
Responsible for motivating team members to meet company's goals while providing harmony among workers
Held daily team meetings to ensure reps are fully updated and informed on all new information related to products, procedures, company related issues, changes, or actions
Maintained a detailed and up to date knowledge of company's process and escalation path serving as a primary resource in order to assist Team members with technical, service, and procedural inquiries
Handled and resolved escalated calls and customer complaints
Monitored and evaluated the quality of the CSR telephone calls
Participated in routine calibrations with the client to ensure top quality is provided and complete customer satisfaction
Attends focus groups with the Call Center Manager, Client Services, and the Client with goals of improving the account's overall performance
Work Force Management, 06/2011 to 05/2012 Teleperformance – Boca Raton, FL
Responsible for watching CC Pulse to observe and ensure agents are being efficient and productive at all times.
Communicates with appropriate department instructing them when to load leads, allowing agents to receive inbound/outbound calls from the dialer.
Responsible for following up to ensure that after leads are loaded, significant risks and issues are identified at the earliest opportunity and that solutions are identified and implemented in line with the risks.
Outbound Dialer Specialist/Quality Assurance, 09/2010 to 06/2011 Teleperformance – North Lauderdale, FL
Responsible for tracking and assisting agents that encounter issues or errors with the dialer
Send daily reports to Account Manager providing detail of issues that exists which may include sending emails, uploading screen shots, or physically addressing the issue ensuring the issue is handled in a timely manner.
Works closely with Account Manager and Local Technical Support(IT) to resolve existing dialer issues, which may include creating trouble tickets or being engaged on a bridge call if the issue deems to be affecting production.
Monitor calls for consistency in adherence to company guidelines and provide direct feedback to Supervisors, Call Center Manager, and Client regarding strengths and weaknesses.
Technical Support Representative, 03/2005 to 09/2010 Teleperformance – North Lauderdale, FL
Effectively managed a high-volume of outbound customer calls.
Proactively contacted AT&T customers and provided technical support assistance where needed to resolve customer's High Speed Internet issues, which includes but are not limited to home networking, DSL, software, e-mail, spyware, and virus issues, thereby retaining the customer as a valued customer.
Provided effective and timely resolution of a range of customer inquiries
Mastery of customer service management systems and databases.
Customer Service Representative, 03/2002 to 03/2005 Convergys – Tamarac, FL
Improved customer experience by providing information on AT&T new products, rate plans and upgrade services.
Explained wireless equipment usage to customers
Assist customers to resolve wireless equipment problems.
Responsible for answering high volume of incoming calls
Explained bill and applied adjustments and credits to customer accounts as deemed necessary.
Upsold products and services to increase company revenue
Processed credit card payments rapidly and accurately.
Diploma: 1998 Dillard High School - Fort Lauderdale, FL