Christopher Najera

Supervise a team of 18 call center agents, ensuring high-quality customer service, timely issue resolution, and adherence to company policies and procedures., Monitor agent performance through quality assurance evaluations, providing constructive feedback and coaching to improve performance and skill development., Conduct regular team meetings to address performance goals, share updates, and motivate staff to maintain high productivity and engagement levels., Collaborate with management to analyze call center metrics and implement strategies to improve efficiency, customer satisfaction, and overall team performance., Handle escalated customer inquiries and complaints, providing effective resolutions while maintaining a positive customer experience., Ensure all team members meet or exceed key performance indicators (KPIs), including call volume, response time, and customer satisfaction ratings.