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Provide Support to Vendors for Amazon

Software Support Representative. Technical Support position for US based customers.Provide software support for medical billing software.Promoted to Team Leader on July 1st, 2014In charge of :PayrollMonitor the phone queueMonitor lateness and absencesUpdate the PTO Calendar/ Sick Time and PTO FilesCoach agents when:Low QC evaluationsLow CSAT SurveysOther department reports an irregularity1:1 Biweekly with each agent, while being an advocate for… Show more Software Support Representative. Technical Support position for US based customers.Provide software support for medical billing software.Promoted to Team Leader on July 1st, 2014In charge of :PayrollMonitor the phone queueMonitor lateness and absencesUpdate the PTO Calendar/ Sick Time and PTO FilesCoach agents when:Low QC evaluationsLow CSAT SurveysOther department reports an irregularity1:1 Biweekly with each agent, while being an advocate for the agentsCoordinate any training/ coaching for the agentsTake escalationsWalk the floor/ Assist AgentsRun Weekly Report to Monitor the Team’s PerformanceCheck my Email and keep it updated and answer in a timely mannerReport issues with phones, systems, etc.Deliver Warnings + Disciplinary ActionsKeep a record of suchHelp with the recruiting processInterview candidatesOrganize team morale activitiesPurchase items/food.Keep a record of the expenses.Attend to daily meetings + all other meetings that may come along the way with the team in US.Be on top of the agents’ stations/ behavior, open cases, metrics, etc. Show less

 Customer Support Representative. Customer service for US based customers. Named Employee of the Month on November 2012 Promoted to Trainer and Quality Analyst on September 2012o Created and updated the training material and manuals for the department.o In charge of communications to agentso Served as bridge between supervisors, managers and QA’s.o Created tools, tests and refreshment material for agents.o Developed a improvement… Show more  Customer Support Representative. Customer service for US based customers. Named Employee of the Month on November 2012 Promoted to Trainer and Quality Analyst on September 2012o Created and updated the training material and manuals for the department.o In charge of communications to agentso Served as bridge between supervisors, managers and QA’s.o Created tools, tests and refreshment material for agents.o Developed a improvement program for agents, based on QA results and metrics. Worked as backup supervisor Show less

 Provided customer support via Email, Phone and Live Chat to people around the world. 3 times employee of the month during 2009. Employee of the Year 2009 Promoted to Customer Support Trainer and Quality Analyst on September 2010o As a trainer I was in charge of preparing, scheduling and executing trainings as needed by the o Preparing reports on the performance and results of the attendees.o Working along the HR team in the recruitment… Show more  Provided customer support via Email, Phone and Live Chat to people around the world. 3 times employee of the month during 2009. Employee of the Year 2009 Promoted to Customer Support Trainer and Quality Analyst on September 2010o As a trainer I was in charge of preparing, scheduling and executing trainings as needed by the o Preparing reports on the performance and results of the attendees.o Working along the HR team in the recruitment process for new hires.o Evaluation of the performance and quality of contacts of the agents on the floor.o Keeping up to date with any news, updates and changes in standard procedures.o Preparing weekly reports of activities done during the week.o Perform as a back-up Supervisor. End of Services: Company was closed.department supervisors and managers. Show less