Daniel Castañeda Email & Phone Number

Bogotá, Bogota, Co

Colombia

-In this role I worked with different brands at the same time, by creating strategies and material for the trainings.-Educating agents to ensure timely and accurate responses to customer inquiries in line with SLAs.-Supervisor calls and priority email responses to clients.-Perform platform and product troubleshooting.-Monitoring and coaching.

Colombia

-Experience teaching an extensive product which was mainly focused on offering technical support to clients, assistance with sales, manage payments and data analytics.-Coaching sessions with the trainees-Tools usage such as Citrix and Slack.-Prepare meetings and interactive agendas for agents and other team leaders.-Teach team leaders how to have a correct approach with agents to reach the expected metrics (CSAT).

Colombia

-Provide onboarding to new agents with a continuous soft skills development by utilizing e-learning platforms, making use of coaching and workshops to enhance team efficiency.-Data and metrics analytics.-Escalations to other internal departments.-Handling anxiety related situations that agents experienced due to high intensity of calls and complexity.-Human skills to motivate and retain agents.

Colombia

-Experience working with a back on track campaign with ambitious metrics.-QA monitor and analysis.-Soft skills and call handling oriented coaching.-Self development and motivational coaching and leadership.