Adrian

Team Leader - Supervisor

Phone time (1 hour Daily), Coaching compliance(completing 30min coaching for my reps), Regular Monitorings for Areas of opportunities to be addressed on coaching., Report creation and data analysis to find root cause for areas of opportunities., Real time track of reps activities on Max and schedule follow up, Case management review (past due cases, open cases and MFA cases for follow up and reassignment), Creation of action plans for AOO and developing visual materials for coaching and reminders for the team, Queue monitoring along side with the WFM team, Regular Support to the team(questions on real live calls, escalations and general inquiries about processes), Escalation calls, Overseeing the team's Clock-in tool and addressing discrepancies on pasable hour., Engagement activities for the team, Reporting (Google sheets, Salesforce, NiceCXone)

Logistics Coordinator (Claims)

Case management, Claims filing, follow up and resolution on damaged or lost freight, Email response to customers upon Case follow up for claiming process, Call backs and constant communication with carriers, freight forwarders and brokers to gather more information about the supply chain on a claim.

Collections Representative

Case management on past due customers, Recovery process on +1000 day cases and debt., Email response on open cases., Communication skills and collection skills associated with outbound communication and negotiation strategies.

Interpreter