Felipe Diaz Email & Phone Number

United States

Supporting POS, TVM, Printers & Ayden Devices

· Acts as primary contact to FGA IT on behalf of the GLI Business Unit regarding all technology deployed in the GLI Field environment.· Identify operational deficiencies with the capabilities of the TRIPS/CTRIPS/NBTS systems and recommend changes and enhancements to the systems.· Support all field operations staff in set up, configuration, and training for.

· Monitor and manage intraday call volume to internal and outsourced contact centers to ensure load balancing and compliance to forecast agreements.· Create and maintain accurate schedules in IEX across all centers. · Lead and coordinate decentralized Workforce Management teams to administer real-time, overtime and voluntary time off to insure occupancy.

- Ensure efficient driver operations through interaction with drivers, field operations personnel, field management and corporate management -Advise Regional and National Managers of operational problems and use discretion and sound business judgment to solve dispatch-related issues which adversely impact bus operations and coordinate and implement.

• . Identify training issues and inconsistancies within the Customer Assistance Center
• Monitor a minimum number of Customer Assistance Specialists per hour, per day, per week
• Deliver feedback within an acceptable time frame
• Calibrate quality assurance scoring with Supervisors, Trainers and Q/A Analyst on a regular basis
• Achieve and maintain an acceptable calibration score
• Identify potential training and coaching issues

• Provide expert and creative solutions to user problems of complex nature to ensure customer satisfaction and productivity.
• Coordinate customer and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity.
• Demonstrate an awareness of, and impact on, relevant support issues on a company-wide basis.
• Acquire, maintain, and expand knowledge of relevant products, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
• Work with independent vendors to solve technical issues as needed.
• Consistently model the highest levels of support orientation and professionalism.

 Log customer complaints in HEAT system for report to proper department Handle incoming calls from Greyhound agents and customers regarding general assistance, complaints, and refunds by providing best possible customer service standard. Provide maximum customer satisfaction with the least amount of expenditures Report problem areas and agents' failure.

• Provide fare and schedule information to customers over the phone
• Sell Will Call Tickets over the phone
• Assist regular Telephone Sales Agents with customer questions, inquiries and Greyhound polices
• Take escalated customer calls from regular Telephone Agents
• Set up assistance for ADA passengers on Access Greyhound.
• Do ADA call outs to greyhound commission and foreign carrier agencies regarding requested ADA assistance

• Provide fare and schedule information to customers over the phone
• Sale Will Call Tickets over the phone

Associate In Arts, Astronomy And Astrophysics, Honors Scholar

High School Diploma

Activities and Societies: JROTC Sergeant Major