Daniel Bracamontes Email & Phone Number

Responsible for developing and executing customer relationship management strategy to increase loyalty, retention, and deliver an outstanding customer experience. Building and maintaining a deep understanding of customers through data collection streams inclusive of reviews, purchase behavior, and help desk inquiries.Manage customer service team to.

Responsible for driving a customer centric mindset throughout the organization from a strategic level, and from an operational level oversee all touch points with consumers and customers.Oversee the daily activities of Customer Service Representatives and relevant vendors to ensure the highest level of customer satisfaction.Collaborate with cross.

Linthicum Heights, Maryland

Optimize Contact Center phone coverage to meet Service Levels.Analyze call volume to calculate staffing requirements and identify staffing needs.Schedule and identify high performing Representatives to up-train.Manage skill-sets and call priority levels.Calculate Monthly and quarterly performance rankings for 120+ phone Representatives.Develop schedules.

Manage, develop and coach a staff of 25 service Representatives and one Senior Representative.Deliver monthly performance reviews based on various Call Center metrics.Monitor and evaluate calls to ensure Representatives are providing a high level of service.

Manage, coach and develop a staff of 15 Representatives and one Team Lead.Responsible for achieving sales goals while maintaining an acceptable abandonment rate.Performance manage Representatives on various Call Center metrics and revenue generation.