• Reviewing and analyzing customer’s concerns while sticking to the policies provided by the client.• Participating in developmental coaching sessions.

• Reviewing and solving product/delivery/availability questions with up-to-date knowledge about online and store orders. • Contacting customers to follow up on purchases, suggesting new merchandise, and providing detailed information about the status of their orders and general requests.

• Working along with a team of temporary agents, focusing on performance and developing plans to keep metrics on point. • Delivering weekly results to the operation managers• Coaching individuals for success• Confirming attendance, overtime and payroll reports.• Training agents whenever an update or new information is provided by the client

• Preparing weekly and monthly business review presentations to discuss the overall site performance and future action plans to comply with the quality standards of the program with our direct client.• Developing Performance Improvement Plans that helped our bottom performers with an 80% area of success.• Being the main Point of Contact for daily absenteeism, outage/system issues and coverage updates.• Scheduling shifts for team leaders and team members once the nesting period was completed.• Working alongside the QA and Training department to prepare content for new classes.• Weekly coaching and triad sessions with Team Leaders in order to review and discuss the performance of their teams.• Delegating different tasks to our team leaders, supervisor assistant's and floor supports. • Focusing on the assigned KIP’s for the program.• Keeping vacation requests up to date by having constant communication with our Workforce department to prevent losing intervals when vacations were approved.• Working alongside the logistics team to make sure all agents had a locker and station assigned.• Reviewing and interviewing applicants for permanent and temporary positions.

• Identified underperforming areas and implemented a Performance Management Plan that caused a significant improvement in our KIP’s.• Developing team members for higher roles within the company by coaching and training them.• Reaching top performer status with our team for several months.• Focusing on Hourly Queue and daily KIP updates directly with our client.• Managed a wide variety of Customer Service and Administrative tasks such as: Payroll, Attendance reports, Medical Suspensions, QA Calibrations, Application Submissions and interviews.• Training agents whenever an update or new information is provided by the client• Completed the PATHFINDER & COACH U programs provided by 247 powered by InTouch, graduated from Alicia Hollenback´s class on both occasions.• Mentored and guided my assistant.• Establishing professional relationships with team members and OPS.

• Supported Supervisor by preparing production reports and administrative tasks.• Evaluated QA scores to improve efficiency, boost quality and meet production goals.• Focusing on our opportunity areas and coaching individuals.• Providing floor support.

• QA audits, leading meetings, and working with the solid goal of preparing new hires to start production. • Developed strategies for employee evaluation which resulted in performance improvement and the opportunity to have new waves year round.• Onboarding and mentoring new members.

• Developing action plans and personalized coaching sessions in order to help our agents to comply with the quality standards required by the company.• Auditing a total of 5 interactions per agent and per week with the goal of maintaining the site on target. • Coaching agents on a weekly basis by addressing the findings that we got during the auditing stage.

• Addressing product/delivery/availability questions with up-to-date knowledge about online and store orders.