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Francis
Contacto
Competencias
Demonstrated experience with Customer service.
Demonstrated experience with Leadership skills.
Demonstrated experience with Skill Management.
Demonstrated experience with Problem solving.
Demonstrated experience with Interpersonal and communication skills both written and verbal.
Educacion
Resumen
Professional profile
Experiencia
Email/ chat Manager
Manage and oversee daily operations of the chat and email support team.. Set clear performance goals and expectations for team members.. Monitor team productivity, quality, and response times.. Provide coaching, mentoring, and regular feedback to support staff.. Conduct performance reviews and manage improvement plans where necessary.. Ensure high-quality and consistent responses across all written communication channels.. Handle escalated customer concerns or complaints via chat/email with professionalism and efficiency.. Conduct regular QA checks on chat/email conversations to ensure adherence to tone, accuracy, and resolution quality.. Maintain and improve customer satisfaction (CSAT), First Response Time (FRT), and other relevant KPIs.. Identify gaps and inefficiencies in workflows and implement improvements.. Collaborate with cross-functional teams (Product, Tech, Marketing) to resolve recurring issues and enhance support processes.. Develop training materials and ensure ongoing training of agents for product knowledge, tools, and soft skills.. Ensure all team members comply with internal policies, data privacy, and customer handling guidelines.. Update and enforce standard operating procedures (SOPs) as needed.
Associate Manager (B2B T-Mobile)
Ensuring high-quality customer support.. Overseeing daily activities.. Customer service management.. Employee performance evaluation.. Assistance to employees, and achieving business goals.. Performance evaluation/ Business review with accounts client.. Manage day-to-day planning and operations of your team.. Manage issues that might arise, including HR-related ones.. Evaluate the strengths and weaknesses of your Teammates.. Train and help in the development of your team by conducting team huddles and coaching sessions.. Organize and handle the team and make sure everyone adheres to their schedules.. Make sure that each of your Teammates delivers on his/her Service Level.. Process final interviews of pre-qualified candidates.
Team Manager (TEX, T-Mobile)
Performance evaluation/ Business review with account clients. Ensuring high-quality customer support.. Overseeing daily activities.. Customer service management.. Employee performance evaluation.. Assistance to employees, and achieving business goals.. Manage day-to-day planning and operations of your team.. Manage issues that might arise, including HR-related ones.. Evaluate the strengths and weaknesses of your Teammates.. Train and help in the development of your team by conducting team huddles and coaching sessions.. Organize and handle the team and make sure everyone adheres to their schedules.. Make sure that each of your Teammates delivers on his/her Service Level.. Process final interview of pre-qualified candidates.
Customer service representative/ SME (AT&T U-verse blue)
Resolving customer issues.. Maintaining customer records.. Documenting customer interactions.. Encourage customers to complete satisfaction surveys.. Delivering information about a company's offerings.. Achieving the metric’s goal.. Providing customer service satisfaction.. Generate sales.. Achieve the daily, weekly monthly KPI goals.. Troubleshoot TV, Phone, Landline and Internet service.. Takes calls from customers answering questions or addressing any concerns they may have.