Description
• Experience in quality, wireless telecommunication, logistics, training, evaluating, coaching, problem solving, process improvement, and documentation • Assisted team managers in providing plans to improve minimum expectations in average handle time, quality, adherence, conformance, and not ready. • Managed and maintained client relationships and helped improve the customer survey score. • Knowledgeable on data collection, analysis, improving processes, and manage/maintain control plan/chart. • Successfully lead monthly health check calls with clients. • Successfully met customer satisfaction survey with a score of 8.6 out of 10. • Executed monthly coaching sessions to give feedback to agents on their live support performance. • Decision making abilities, and intelligent reasoning. Offering to contribute above standard work ethic in a management capacity with a focus on effortless customer experience. • Proven ability to generate revenue; met and exceeded accessory sales quota for Marketing. Excellent negotiation skills. • Lead and successfully implemented critical projects for Quality, M&P, and scripting. • Expertise on Six Sigma DMAIC methodology and application.
