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Jose
Quality Advocate at Startek with 3 years in Customer Experience
Contacto
Competencias
Specialized in monitoring, evaluating, and improving call quality to enhance customer experience.
Skilled in providing technical and support services across multiple channels, ensuring high satisfaction.
Experienced in collaborating with teams to implement corrective actions and improve performance.
Proficient in processing and verifying customer data with accuracy for government and corporate programs.
Educacion
Resumen
Dedicated professional with over 7 years in customer service and quality assurance, adept at enhancing operational efficiency, coaching teams, and delivering exceptional support across various channels.
Logros Clave
- Monitored and evaluated call quality to ensure adherence to standards, improving overall service quality.
- Led cross-functional initiatives as Interim Quality Supervisor, enhancing operational efficiency and team performance.
- Provided exceptional chat support, maintaining high customer satisfaction through effective troubleshooting and communication.
- Managed escalations and resolved complex customer issues, reducing resolution time and increasing customer loyalty.
- Processed and verified customer applications for government programs, ensuring accuracy and compliance.
Experiencia
Quality Advocate
Monitor and evaluate recorded and live calls to assess agent performance and adherence to quality standards.. Provide constructive feedback to agents based on call monitoring results, focusing on areas for improvement and commendable practices.
Interim Quality Supervisor
Coordinated with cross-functional teams to implement corrective actions and improve operational efficiency.. Supported quality advocates by providing guidance, training, and performance feedback.. Compiled and analyzed data on call center performance, trends, and quality metrics, and prepared reports for management and present results to client and operations.. Participated in continuous improvement initiatives aimed at enhancing the quality of customer interactions.. Ensured compliance with regulatory requirements, client policies, and company policies during customers interactions.
Chat Representative
Provided customer care support via chat for mobile services.. Assisted customers with inquiries, troubleshooting, and account management.. Maintained high levels of customer satisfaction through clear communication and timely resolution.
Corporate Erd Rep
Managed escalations cases and escalated customer issues that could not be resolved by tech dep or customer services representatives.
Back Office (Data Entry) Executive
Processed customer applications for the U.S. Government’s Wireless program.. Reviewed forms to ensure accuracy and completeness before approval.. Verified applicant information against Social Security Numbers (SSN) and valid identification documents.. Ensured compliance with program requirements and maintained high standards of data integrity.
Customer Service Representative
Delivered technical support for mobile phone customers across three major carriers.. Assisted with troubleshooting products and services, ensuring timely resolution of issues.. Provided exceptional customer service, balancing technical accuracy with empathy and clear communication.