Angelo Marquez Email & Phone Number

United States

- Ensure quality in customer routes for international clients remotely.- Monitor, troubleshoot, and prevent failures.- Schedule and perform tasks as requested by clients.- Provide operational monitoring and support for sales efforts.- Generate trouble tickets to report and track networking issues of carriers.- Implement changes in routing to improve route quality.

Venezuela

Professor at Electronics Engineering School.Couses: - Calculus I - Analog Electronics I

Venezuela

- Keeping the quality in the routes offered to the customers.- Monitoring, troubleshooting and prevention of failures on VoIP traffic platform.- Scheduling and performing tasks as requested by clients.- Provide operational monitoring and support of sales efforts.- Trouble ticket generation to report and to keep tracking the networking issues of the carriers.- Performing changes in the Routing according to improve the quality to the routes.- Maintain quality and statistics of the route of each client (ACD & ASR).-Capture and analysis of traces to detect issues in the routes.

Venezuela

- Responsible for collection follow up on 1-90 day delinquent accounts via phone, letter and e-mail.- Negotiate short term resolutions on past due balances.- Sending out demand and default letters as was needed.- Work with customers to resolve any outstanding account issues.- Provide management monthly reporting as it relates to aging receivables.- Provide primary backup for Customer Service area.

Venezuela

- Providing day-to-day management and support to customer service staff.- Oversee personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Providing input into termination, compensation, and promotion decisions.- Monitor and evaluate customer service performance. Identifying operational issues and process improvements, and implements strategies to improve performance.- Monitoring call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.- Communicating and enforcing company policies and procedures and develops and implements customer service performance standards.- Determine training needs and establishes programs.- Compile all customer service reporting requirements. Develops and analyzes reports, and financial data.- Investigate and resolve escalated customer service inquiries.

Venezuela

-Monitoring and managing inbound call traffic in a real time environment.-Monitoring real time agent production of dialer states and phone aux codes.-Reporting exceptions to supervisors and management when thresholds are exceeded.-Creating and analyzing reports, surrounding the blended (inbound and outbound) call environment that will be used for daily call center reviews and monthly forecasting.-Reviewing existing dialer strategies, analyzes campaign productivity and makes strategy recommendations to management based on historical performance.- Coordinating multiple departments on a daily basis, to ensure maximum productivity and efficiency for both inbound and outbound calls.- Supporting the Avaya Interaction Center application by troubleshooting issues.- Daily assignment and validation of agent’s skills within the CMS system. - Making mass agent adjustments based on specific strategies to acquire agents onto the dialer system and release them when finished.- Researching calling history on accounts to ensure compliance guidelines are being followed.

Ingeniería, Electrónica

Licenciatura, Matemáticas