Albert

Case Management (Chat support)

Completing Acknowledgement Tasks (Military, EOHC, Bonding, Crime, CFFM, School Visitation, Pregnancy and PLOA), Supporting as a backup associate in STD, Decision Due, Document Not Received, Extension Request, and RTW tasks., Being part of the New Mentors program from my own team, assisting co-workers on daily questions concerns and tasks assignment, besides of being part of the co-workers path to green on metrics program, also being part of the wave 5 of nesting and mentoring assistance program for Eli & Ack., Help my direct managers with the team task rotation, distribution, reporting, daily work assignment per peer and team email notification in regards of peer tasks completed per day.

Background checks

Adapted to the new role maintaining the metrics on target and help on getting the backlog volume controlled, Earned trust of my co-workers and managers making myself a team player who contributes on the team metrics and process improvement mechanisms.

Seller Support and T4 associate

Audit Tickets created by SPS associates, verify all genuine issues and dispatch them to the appropriate resolver groups., Adapt to the constant queue allocation., Work on dives to report Dev engagements in order to work on defect reduction and process improvement

Tech support representative

Customer service representative, tier 2

Worked with worldwide agents on money transfer requests