Alyssa Roxas Email & Phone Number

Los Angeles, California, United States

The Carrier Operations Team Lead at Aloware is a pivotal role responsible for leading and managing a team that ensures seamless and efficient communication connectivity through various carrier services. This role involves overseeing the operational aspects of carrier partnerships, optimizing processes, and resolving carrier-related issues to maintain the high-quality standards of Aloware's communication services.Key Responsibilities:Team Leadership: To lead and manage a team of Carrier Operations Specialists, providing guidance, coaching, and support to ensure effective collaboration and performance.Carrier Relationship Management: Establish and maintain strong partnerships with carrier providers to ensure reliable communication services and resolve any carrier-related issues promptly.Issue Resolution: Proactively identify and address carrier-related issues, coordinating with both internal teams and external carriers to implement effective solutions.Process Improvement: Continuously assess and refine carrier operations processes to streamline workflows, increase efficiency, and enhance the overall customer experience.Technical Expertise: Stay up-to-date with industry trends, carrier technologies, and regulatory requirements to ensure compliance and identify opportunities for innovation.

Los Angeles, California, United States

Carrier Operations EngineerAs a Compliance Engineer, I can help you expand your business while assuring that your contact center meets industry standards and protocols.

Philippines

Mitigates loss by conducting thorough fraud investigation.Filing fraud cases as action of mitigation following detail oriented decision matrix.Detail oriented approach is reviewing cases that are subject for fraud investigationFollows a process based decision matrix that abides to Regulation Z, UDAAP, Federal Law and other Specific Risk Compliances.

Pays close attention to customers' concerns and addresses their queries to achieve exceptional level of customer service.Works to resolve customers' issues to their satisfaction, which resulted in consumer loyalty and increased the company's positive reputation and revenue. Exceptional customer service provided to new and long-standing customers, resolves their concerns and develops satisfactory business/consumer solutions. Provides support to Team Leads to initiate operational improvements and resolve product or service issues, which resulted in A-1 customer/client service results. Recognizes and takes advantage of opportunities to improve customer relations and create repeat business.

Philippines

Initiates classroom organization talks for all support groups during new hire training classes.Organizes daily report submission through MS Excel and/or G Sheets and MS Word and/or G Docs.Organize training call simulation though Zoom or Google Hangouts.Schedules meeting through Google Calendar via Zoom, Google Meet and send invites through email via Google Calendar.Utilizes MS PowerPoint or G Slides for class lesson presentations, quizzes, discussions and ice breaker games during training classes.Utilizes Periscope system or Si sense system in extracting data via exported excel file and organized the data for scoreboard presentation and productivity report.Utilizes Sales Force as the main platform for client-based programs alongside with specific Dialer system and soft phone systems

National Capital Region, Philippines

Handles team's productivity and daily performance. Conducts coaching sessions, present daily, weekly and monthly performance for each team member and entire team through MS Excel/MS PowerPoint Utilizes porting systems, Salesforce, CRM, dialer and softphone systems to address and interact with consumer and business based services.B2C/B2B business relations focused on telecommunications.Fast paced approach in addressing consumer and business concerns that are client and revenue impacting.Analyzes daily, weekly, monthly and year-end reports through business analyst reporting systems.

National Capital Region, Philippines