Andy Phillips Email & Phone Number

Miami/Fort Lauderdale Area

• ROLE EXPECTATIONAssisting the operations in the night shift to ensure smooth and efficient running. Sharing responsibility for helping with all the activities & tasks of the night shift team. Playing an important role.
• An aggressive approach to problem-solving with a strong desire to become part of a productive & result-oriented team
• The ability to respond and quickly adjust to opportunities and threats as they arise.
• Outstanding presence and communication skills with the ability to establish credibility with all stakeholders at all levels.
• Ability to act as a communication expert
• Understanding of issues surrounding current employment legislation, including data protection.

• Trained team members in System Software, Computer-based application, Linguistic, Information and Customer Service Skills.
• Monitored and evaluated the performance of each CSE with respect to quality matrix by giving timely feedback through excel-enabled performance sheets.
• Dealt with a diverse range of hard-to-handle consumers including irate, inquisitive and other challenging callers as and when required.
• Identified key training areas for team members through computer-based monitoring of calls and maintaining a regular database of Key Performance Indicators including typing speed.
• Resolved common software application issues for each CSE by working closely with the IT team.
• Created, maintained, and supervised client accounts on the system software through sensitive Data Entry.

• Trained personnel in operational procedures for Business Process Outsourcing teams.
• Devised and implemented mechanisms for enhancing team productivity.
• Ensured that daily work was completed in accordance with project deadlines.
• Prepared and presented productivity reports to Clients.
• Ensured that the work place and equipment was maintained professionally.
• Implemented safety and security standards.