Andre Plata Email & Phone Number

Remote

Oversee Small Business Administration Contact Center operations, analyzing agent metrics and call data daily toimprove overall customer service experience to exceed client’s needs.• Managed program Teams and Managers to ensure consistent and efficient operations.• Provided constructive feedback to Contact Center Agents on their performance.• Developed large Microsoft Excel trackers for business planning and logging information.• Ensured consistent delivery of important information to ensure accurate information is provided to callers.• Worked with the Project Management Team to conduct resume reviews and interviews

Remote

• Supervised Small Business Administration Contact Center operations, optimizing efficiency.• Assist in user management, managing queues, routing profiles, contact flows and quick connects in AmazonConnect and Genesys Cloud.• Provide IT support to managers, team leads, and agents with technical issues experienced with system issues,Microsoft Applications, network connection and faulty hardware.• Produce daily, weekly and Ad Hoc metric reports for our client through automated Microsoft Power BI and MicrosoftOffice applications.• Led training groups for Contact Center agents to train how to utilize various systems

Remote

• Advised callers inquiries with SBA CARES ACT loan information.