Customer service; technical support; email support, team lead/supervisor

Overview

Looking for part-time work (4 hours/day)

at $4.77/hour ($454.55/month)

Bachelor's Degree

Last Active

May 3rd, 2011 (5528 days ago)

Member Since

May 3rd, 2011

Profile Description

Professional Skills:
• Established and dependable experience on customer care management
• Exceptional analytical and listening skills
• Ability to operate well in a call center team environment
• Proficient in several voice-logging systems and tools
• Natural flair for coaching, motivating, and interacting with people
• Advanced knowledge on MS applications
As a team lead:
• Effectively manage team performance on meeting key metrics through coaching, mentoring and counselling of agents
• Successfully managed program objectives including conversion targets and lead generation
• Identify creative strategies to encourage and motivate the team to surpass their potentials
• Consistently handles escalations, complaints, questions and queries
• Aiming constantly for development as well as continuous improvement for the entire team.
• Utilize effective communication skills to educate agents on the company’s purpose, core value and vision to the front employees.
• Ensure compliance with client and company policies and procedures
• Efficiently facilitate cross-functional communication and team meetings for improved working conditions
• Demonstrate active participation in the monthly and weekly meetings with Operations team
• Actively participate in cross site and internal calibration to ensure consistency in to the quality guidelines of the program
• Conduct interviews for CSR II applicants, provide written evaluation and final recommendation to the Operations Managers
• Identified as the program’s POC for schedule and break movement requests necessary to meet staffing requirements of the program.
• Coordinate with training and operations team for up-training sessions and online courses needed to enhance call handling skills of the agents
• Initiate recognition programs for agents exceeding expectations
• Identified as the top performing team for Q4 of 2010 and 2011 year-to-date