Francis Mosqueda Email & Phone Number

Toronto, Ontario, Canada

5140 Yonge St, Toronto, On

Key Responsibilities / Duties:• Was responsible for the ongoing improvement correspondence and call quality performance of administrators on the Client Administration team and to increase customer satisfaction and loyalty through coaching and call monitoring• Evaluated and scored calls/correspondence using the Invesco call/correspondence Quality standards• Conducted formal one on one coaching sessions while demonstrating effective coaching techniques• Created action plans for the developmental needs of the administrators in order to enhance service excellence• Communicated positive and constructive feedback in an honest and timely manner• Identified performance gaps by providing specific feedback and reporting to Supervisors and Managers using audit information obtained from call & correspondence data• Participated in and administered regular call calibration meetings with QAS and supervisors to promote awareness and consistency for all call quality standards and processes• Worked closely with department Supervisors to provide and/or coordinate training solutions to enhance the performance of their assigned team based on identified knowledge gaps• Entered all monthly call & correspondence audits using the QFiniti performance system in a timely manner• Was responsible for audit administrations including identifying and assigning call and correspondence audits as well as ensuring that they are all entered into QFiniti• Provided expertise and involvement in special projects and department campaigns as required• Ensured all audits are entered into the database for the purpose for calculation of Incentive Metrics• Provided policy and procedure updates when discrepancies are identified during the audits