Erick Farfan Email & Phone Number

New York, New York, United States

Creates and conducts regular training sessions for the Collections & Customer Service team, including new hire training. Manages all aspects of the Five9 system including setup, configuration, administration of the contact center platform and optimizing outbound dialer campaigns and inbound skilling. Ensures outbound dialer campaign organization to sustain optimal agent efficiency and strengthen customer inventory management. Develops effective reporting tools using Five9 & Snowflake to support performance analysis. Provides technical support and troubleshooting issues related to the Five9 platform. Collaborates with cross-functional teams to enhance system and operational efficiency. Cleans and prepares data from various sources for analysis and visualized data for key stakeholders. Conducts quality assurance for the domestic Collections team, reviewing 10 calls per agent monthly.

New York, United States

Atlanta, Georgia, United States

Analyzed and reported call center metrics, sales, and marketing data to identify trends and discrepancies. Cleaned and prepared data from various sources for analysis and visualized data for key stakeholders. Collaborated across departments to ensure accurate and timely reporting. Assisted in the auditing of agent calls for Quality Assurance purposes.

Atlanta, Georgia, United States

Assisted with Call Center reporting (daily, weekly, monthly) such as Call Metrics, Agent Performance, and Agent Quality Assurance Scores. Supported higher ups and department managers in identifying trends, outliers, outages and discrepancies in order to improve and optimize the business and staff. Constantly held meetings and communicated with stakeholders to discuss how to improve current practices & systems. Cleaned and prepared data from various sources for analysis and visualized data for key stakeholders.

Atlanta, Georgia, United States

Assisted Rent A Center with agent call monitoring for all call types (Customer Service, Collections, Dealer Support), and provided reporting and data to leadership team. Monitored anywhere between 125-150 calls a week and about 500 calls a month. Learned and mastered a Speech Analytics software (Call Miner). Created and developed syntax tailored to the business to have the speech analytics software identify trends, key words being said (customer or agent side), and discrepancies. Conducted quality overview with new hires to ensure they understand the company’s quality expectations.Accomplishments:■ Developed the very first official scorecards based off the speech analytics software thanks to the elaborate syntax and categories I built within the system. ■ Built specific categories within the speech analytics software to identify call avoidance behavior. This reduced call avoidance in the call center by more than 50%.■ Came up with the idea to conduct weekly calibration meetings with the leadership team to listen, review, and discuss agent calls. This helped with identifying agents who needed development and helped improve business processes.

Atlanta, Georgia, United States

Assisted Rent A Center with incoming and outgoing contacts for either Customer Service, Dealer Support, or Collections. Helped English and Spanish customers and occasionally French customers. Handled high call volume of at least 100 calls or more daily. Always maintained a professional connection with customers, always provided a one call resolution to prevent unnecessary customer call backs and ensured a 100% positive customer experience on every call.Accomplishments:■ Always maintained a quality score of 95% or higher each month, adherence of 90% or higher, and a very low after call work of less than 5%. ■ Awarded Call Center Agent of the Month twice in the 9 months worked as a Customer Account Specialist.

Kennesaw, Georgia, United States

Managed quality for a team of 20 – 25 bilingual agents. Provided face to face coaching and feedback and provided remote call monitoring. Evaluated and reviewed all call types (Customer Service, Collections, & Sales). Maintained a good relationship with agent’s supervisors to ensure agent development and maximize agent potential. Conducted weekly calibration meetings with the leadership team to listen, review, and discuss agent calls.