Roque L. B. A. freelancer experto en Technical Support, Atención al cliente

Roque L. B. A.

Customer Support - Training and Quality Analyst

0 / 5

Valor hora:

USD 8,00

Soporte Administrativo

Habilidades (Máximo: 5)
Sobre mí
I have 4+ years’ experience in Customer Service providing support to Major US Telecommunications and Travel Companies.

My previous roles taught me how important is Training to develop successful agents that connect with customers and create a better customer loyalty to the company.

The focus on my previous positions was Quality Assurance and Training, creating Educational Material that help to improve Customer Service and Sales Skills. My major goal on those positions was to develop an Agent Enhancement Program, which included Coaching/Enhancement Sessions, Quality Reviews, Agent success tracking and Sales Audits.
Historia laboral
Human Resources Coordinator | Empire Electronics of Honduras  April 2016 to August 2016 
Human Resources Coordinator: Coordinate all employee compensation, promotion and absenteeism records, motivational, self-improvement and skill reinforcement programs to promote employee engagement and retention.     

Quality Assurance Analyst | Zero Variance  June 2015 to April 2016 
Quality Assurance Analyst: As Quality Analyst, I was in charge of monitor Calls of Sales Agents for a Major Canadian Telecommunications Company.  Reporting: My focus was to detect trends that cause a bad experience to the customer in regards of insufficient information about the product. In addition, to report to On Site Associate such trends to direct them to the client to be analysed and request changes on the Agents Call Flow. Simulation Calls: Conduit a session of Mock Calls with New Hire Representatives to practice what they have learned within the On Class Training Sessions also with Tenure Representatives to introduce any changes on the script.   

Sales and Customer Service Trainer – Internal Processes Auditor | Allied Global Honduras November 11 2013 to April 22, 2015  Trainer: Training for New Hire Sales Agents, KPI Tracking, Floor Supervisor and Agent Coaching Sessions,  Motivation Programs, Technical Support, Customer Service, Post Training Follow Up, Quality Updates/Trainings, Data and Report Analysis    Internal Processes Auditor: KPI Monitoring, Sales Processes Audits, Loss Prevention, Account Administrative Support, Data Analysis    Quality Monitoring: Randomly monitor agent calls to detect any behaviour that may affect the correct performance of the account and to provide excellent support to the final customer.   

Call Center Agent | Allied Global Honduras    October 8, 2012 to November 10, 2013 
International Call Center Agent: Customer Service and Technical Support for a major US based Prepaid Telecommunications Company.

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