Andre Rojas Email & Phone Number

United States

• Primary support for Spanish Team, supporting Core, Intermediate, and Advanced Advisors for complex inquiries and de-escalations• Provide guidance to Advisors to research and resolve complex issues. • Collect trending data from Task Manager, Escalated Task Program, Coaching’s, Complaints, Compliments, CCT’s, and Electrical Emergency Calls In efforts to improve our Customer Satisfaction.• Live listen to provide feedback• Create collaboration between Billing, Business Operations Analyst, Final Bills, Revenue Recovery, and CAPS to resolve escalated issues.• Provide concepts for process improvement and Job aids to follow• Worked with Work-Force Management to fill in the gap for coverage Escalations and RSPrimary • Skillful in working with advisors in learning styles and behavioral styles. This allows me to maximize the efficiency of the Advisors for Development in future positons.

United States

• Primary contact for customers with credit related inquires including Credit Agreements, SONP’s, and TONP’s as an Escalated Credit Associate• Made empowerment decisions that are good for APS and the Customer. This provided first call resolution and built a relationship with the customer for future endeavors• Demonstrated first contact resolution and as a result received top performance award in CCT’s for 2015

United States

• Respond to incoming calls regarding Residential Accounts for Billing, Service Orders, and Outages• Demonstrated first contact resolution and as a result received top performance award in CCT’s for 2014 • Member of the Turn on Team & Coordinated team events for FUNTEAM/Career Fair