Alden Navarrete Email & Phone Number

Texas, United States

I'm passionate about customer experiences and contact center coaching. Here to meet people from diverse backgrounds so we can learn from each other.

Florida, United States

Philippines

• Consistent Customer Satisfaction average score of 93% for 30 months• 0% attrition for 3 years and 8 months• 0% average absenteeism rate for 3 years and 6 months• Maintained staffing levels• Identify, review, or select vendors or consultants to meet project needs.• Perform risk assessments to develop response strategies.• Monitor the performance of project team members, providing and documenting performancefeedback.• Integrates work across locations and across… Show more • Consistent Customer Satisfaction average score of 93% for 30 months• 0% attrition for 3 years and 8 months• 0% average absenteeism rate for 3 years and 6 months• Maintained staffing levels• Identify, review, or select vendors or consultants to meet project needs.• Perform risk assessments to develop response strategies.• Monitor the performance of project team members, providing and documenting performancefeedback.• Integrates work across locations and across teams and ensures that the work producedmeets service level standards and exceeds quality standards.• Train or instruct employees in job duties or company policies or arrange for training to beprovided.• Recruit, interview, and select employees. Show less

Philippines

• Responsible for the escalation and quick resolution of any operational service issues;especially those escalated beyond the team leader’s scope.• Review, challenge and evolve capacity models to ensure optimal utilization of resources.• Contributes to the development of policies and procedures and ensures these are executed asintended by production teams through their direct reports.• Support and deliver on key priority projects such as Improving Customer Satisfaction… Show more • Responsible for the escalation and quick resolution of any operational service issues;especially those escalated beyond the team leader’s scope.• Review, challenge and evolve capacity models to ensure optimal utilization of resources.• Contributes to the development of policies and procedures and ensures these are executed asintended by production teams through their direct reports.• Support and deliver on key priority projects such as Improving Customer Satisfaction Ratingsand Increasing Sales Conversion numbers.• Consistent teams with Top Sales numbers.• Consistent teams with Customer Satisfaction numbers.• Train or instruct employees in job duties or company policies or arrange for training to beprovided.• Recruit, interview, and select employees. Show less

• Resolve customer complaints or answer customers' questions regarding policies andprocedures.• Supervise the work of customer service employees to ensure adherence to quality standards,deadlines, and proper procedures, correcting errors or problems.• Implement corporate or departmental policies, procedures, and service standards inconjunction with management.• Train or instruct employees in job duties or company policies or arrange for training to beprovided.•… Show more • Resolve customer complaints or answer customers' questions regarding policies andprocedures.• Supervise the work of customer service employees to ensure adherence to quality standards,deadlines, and proper procedures, correcting errors or problems.• Implement corporate or departmental policies, procedures, and service standards inconjunction with management.• Train or instruct employees in job duties or company policies or arrange for training to beprovided.• Discuss job performance problems with employees to identify causes and issues and to workon resolving problems.• Prepare and issue work schedules, deadlines, and duty assignments.• Participate in the work of subordinates to facilitate productivity or to overcome difficultaspects of work. Show less

• Facilitated nesting for 114 waves• Initiated Customer Survey Improvement for agents < 60 days in production.• Decrease the learning curve from 3 months to 1 month.• Achieved 0% Nesting and < 60 day Attrition for 3 years.• Initiate, facilitate, and moderate classroom discussions.• Provide clear career paths for direct reports resulting in 100% being promoted to variousfields in the company.• Provide employees with guidance in handling difficult or complex… Show more • Facilitated nesting for 114 waves• Initiated Customer Survey Improvement for agents < 60 days in production.• Decrease the learning curve from 3 months to 1 month.• Achieved 0% Nesting and < 60 day Attrition for 3 years.• Initiate, facilitate, and moderate classroom discussions.• Provide clear career paths for direct reports resulting in 100% being promoted to variousfields in the company.• Provide employees with guidance in handling difficult or complex problems or in resolvingescalated complaints or disputes. Show less

Computer Education

Education record