David

Demonstrated experience with Call Monitoring.

Demonstrated experience with Quality Evaluations.

Demonstrated experience with Calibration.

Demonstrated experience with Coaching & Feedback.

Demonstrated experience with Compliance.

Handle approximately 30 customer calls daily while consistently maintaining weekly QA scores of 90-95%, meeting established quality expectations.. Support U.S.-based customers with service appointments, scheduling changes, billing, payments, account inquiries, and service-related concerns.. Communicate by phone, SMS, and email using Genesys and Podium, accurately documenting interactions and coordinating with technicians and internal teams.

Handled approximately 50-60 inbound calls daily related to mortgage servicing and payments while consistently meeting QA targets of 85-90% and maintaining CSAT scores above 90%.. Assisted customers with balances, payment history, due dates, payment expectations, and account status in a clear and professional manner.. Used Salesforce CRM to document interactions, update account information, track payment activity, and maintain accurate case records.

Handled approximately 50-60 customer interactions daily, providing technical troubleshooting, account support, billing assistance, and remote support while consistently meeting the 85% CSAT target.. Supported software installation, troubleshooting, refunds, billing inquiries, and account management using Salesforce and LogMeIn.

Conducted a minimum of 18 quality evaluations per day across a portfolio of approximately 30 agents, reaching 32-35 daily evaluations during overtime coverage while maintaining client quality standards.. Monitored QA Score, Compliance, CSAT, FCR, and AHT to identify performance gaps, quality trends, and coaching opportunities.. Provided targeted coaching and performance feedback to approximately 7-10 quality outliers, establishing improvement goals and monitoring QA performance.. Led and participated in weekly calibration sessions with U.S. clients and teams in Guatemala and the Philippines, presenting evaluated interactions, discussing scoring decisions, and aligning quality standards across locations.. Provided additional QA coverage during team absences and vacation periods, supporting increased evaluation workloads and operational continuity.

Managed customer interactions across voice, email, and chat using Zendesk in a high-volume support environment.. Consistently met quality and performance expectations while demonstrating ownership, professionalism, and accountability.