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Competencies
Demonstrated experience with Multi-unit operations management.
Demonstrated experience with Budgeting and forecasting.
Demonstrated experience with Purchasing and procurement.
Demonstrated experience with Systems implementation.
Demonstrated experience with Workforce training.
Education
Languages
Experience
Project Team Lead
Modified and reconstructed project plans to better align with organizational objectives., Brought projects in on-time and in accordance with budget and quality standards., Assisted Alorica in coordinating activities, updating team members and managing inquiries for consistent delivery of quality products and services., Took over Supervisor responsibilities when He/She was absent, in vacation etc., Assisted new hire agents improve their Customer Service skills, communications skills and policy knowledge., Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
Customer Service/Tech Support
Informed customers about billing procedures, processed payments and provided payment option setup assistance., Asked probing questions to determine service needs and accurately input information into electronic systems., Escalated customer concerns, store issues and inventory requirements to supervisors., Set up and activated customer accounts to maintain QA satisfaction levels., Consulted with customers to determine best methods to resolve service and billing issues., De-escalated problematic customer concerns, maintaining calm, friendly demeanor., Evaluated customer account information to assess current issues and determine potential solutions., Fielded customer complaints and queries, fast-tracking them for problem resolution., Cultivated impactful relationships with customers and drove business development by delivering product knowledge., Educated customers on special pricing opportunities and company offerings.