Arliah Perez Email & Phone Number

Haslet, Tx, Us

- Oversee daily interactions with the call center vendor operations, ensuring effective planning, staffing, and guidance of operational tasks- Ensure consistent achievement of optimal service levels, quality standards, and KPIs through proactive management- Supervise a team of 21 team managers that lead over 350 customer support advocates from diverse Contact Centers- Identify areas of friction in the customer experience and liaise with internal stakeholders to drive policy and process improvements- Maintain familiarity with current Statements of Work (SOWs) and Amendments, providing recommendations for necessary revisions- Collaborate with internal and partner Workforce Management (WFM), Forecast, and Scheduling teams to estimate staffing needs- Coordinate staffing adjustments, including backfills, in collaboration with partner and internal teams- Conduct daily check-ins with supervisors, respond to Wayfair announcements, fulfill requests for information/data, and share knowledge check and QA score results.- Collect updates, changes, and announcements from the internal Customer Service (CS) team, and create agent-friendly communications to disseminate new resources, processes, and tip sheets- Manage overall escalations forwarded by partners- Collaborate with Training teams to develop necessary resources for associates and leaders as identified by partners

-Manage a team of 12-18 consultants at varying skill levels-Supervise consultants answering live chat, SMS and email contacts from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process-Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities-Conduct side-by-side observations and quality assurance (call monitoring) reviews-Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process-Work closely with Human Resources and Senior Leadership to address and resolve employee issues-Effectively interview and recommend candidates for hire-Analyze trends based on historical data to close performance gaps-Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution

Remote

- Troubleshoot and resolve customer service inquiries while building a relationship with the customer through chat and mobile messaging- Partnered with training and leadership team to mentor incoming and existing digital agents, through small groups as well as workshops- Maintained a professional, friendly and empathetic demeanor with customers at all times, receiving 900+ 5 star CSAT responses- Established thorough knowledge of policies, procedures and protocols to ensure all incoming calls and email were handled efficiently and effectively - Assisted with post-order issues while keeping business goals and metrics in mind

Keller, Texas, United States

- Trained all new front desk employees, with check-ins after training is complete- Answered phones and assist callers promptly, approximately 120 calls each shift- Provide initial customer service to all incoming patients, followed up with existing patients to ensure patient retention by phone and physical mail

- Collaborated with social media manager regarding potential engaging promotions and events for potential and current clients- Managed postings on social media outlets about upcoming and current special promoting clothing on live videos

- Assisted with payroll and getting time/PTO updated per employee- Interviewed, trained and completed all new hire paperwork for onboarding - Completed operational requirements by scheduling and assigning employees with follow up results