Alfredo Masson Email & Phone Number

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

• Supervised a team of 15 agents and 1 team lead to achieve nightly sales goal.• ‪Conduct and facilitate monthly team meetings to set goals and preview Cost Center Monthly Marketing campaigns. ‬‬‬‬‬‬‬• ‪• Scans up to 4 calls per team member via Calabrio per month to verify compliance and accuracy.‬‬‬‬‬‬‬• Interacted with Workforce to ensure Adherence and Shrinkage were within goals. • Ensured team-met daily/monthly AHT and AWT through coaching and applying best practice tools.• Provide weekly One-to-One coaching for performance feedback and coaching.• Responsible for full documentation of all performance/attendance and counseling. • Monitor and analyze call traffic and its current and predicted future impact on service delivery and staff resource requirements.• Monitor and record individual and team conversion rates and actual sales during overflow activity.

• Lead, coach and motivate teams of 6 – 30 associates on a nightly basis to achieve Service Level Agreements as dictate by Unfair and Deceptive Acts and Practices as per the Federal Trade Commission.• Set individual development plans and yearly goals for associates for year over year improvements. • Develops personal performance plans with Agents • Provides on-going performance feedback and quarterly performance plan reviews.• Schedule and deliver “Monthly Performance Reviews”, for monthly performance feedback.. • Hire, train as well as administering performance counseling and terminations.• Facilitate and lead quarterly functional meetings with functional leaders and American Express business partners.• Analyze credit data and financial statements to determine the degree of risk involved in extending credit to American Express Card members.• Managed credit analyses and customer payment inquiries including high balance accounts, bad checks, fraud, portfolio management and risk assessment, and negotiated settlements between departments/merchants.• Evaluate customer records and recommend payment plans based on earnings, savings data, payment history, and purchase activity.• Handled escalated American Express Cardholder calls to remediate win-win solution.