Cristopher

Customer Service Representative

Answered customer telephone calls promptly to avoid on-hold wait times.. Offered advice and assistance to customers, paying attention to special needs or wants.. Provided primary customer support to internal and external customers in fast-paced environment.

Floor support

Addressed team members’ inquiries in a timely and accurate time.. Served as mentor to junior team members.. Lead a team of customer service representatives to increase service center profitability.. Made reasonable procedures and refreshers for the Team Members.

Team Leader

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly. Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations. Communicate expectations to employees and provide timely updates. Provide subject matter expertise in handling escalated customer calls as needed. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

Provide customer-focused training.. Address the training needs of new employees, product updates and recurring training.. Develop and deliver training materials. Design instructions for in-person and distance classes. Evaluate training programs. Mentor trainers in preparation for programs.

Resolve tracking cases, incidents, complaints and claims. Ensure quality and satisfaction of customer service. Attend and develop the activities that the client requests. Coordinate client tasks according to their needs. Negotiate with the client to reach a favorable agreement. Foster cooperative relationships with other areas of the company. Manage cases generated from abroad. Record all information related to cases in computer systems

Floor Support & Mentor

Provided real-time floor support and technical guidance to team members, resolving complex customer inquiries and minimizing average handle time.. Authored operational procedures and refresher materials to keep frontline agents updated on policy changes and product standards.. Mentored junior representatives, directly contributing to service center performance and target profitability.