Gerard De Leon Email & Phone Number

San Bernardino

Greater New York City Area

Manage 16 - 20 level 2 Technical Support SpecialistDevelop, generate and deliver reports containing accurate and timely statistical information on a real-time basis for all programs. Display a high level of understanding and problem solving ability in regard to these reports Responsible for scheduling based on the program’s staffingWork with Quality Assurance Specialist and calibrate agent's call based on the guidelines approved by the clientAble to provide detailed observation on certain interaction and deliver opportunities for improvement or recognize good workTeleTech Customer Care-Cebu

- Manage 18 - 20 level 2 Technical Support Specialist- Develop, generate and deliver reports containing accurate and timely statistical information on a real time basis and display a level of understanding and problem solving ability in regard to these reports- Responsible for scheduling based on the program's staffing- Work with Quality Assurance Specialist and calibrate agents' call based on the guidelines approved by the client to achieve program goals

- Manage a cluster consisting of 3 to 4 Team Leaders and ensure metrics are met by setting action plans- Provide analysis for specific operational metric and use it as a basis for process improvement if needed- Recommend measures to improve agent productivity, performance and quality of work environment- Responsible for scheduling Team Leaders based on the staffing report provided Interview and recommend hiring decisions for Team Leaders and Agents- Plan, assign, and direct work; appraise performance; recognize and reward successful performance; provide performance improvement discussions with Team Leader based on non-compliance with policy or performance goals; resolve problems, including resolution of work grievances or escalation of unsettled grievances to Operations Manager

- Maintain a management presence on the call center floor by walking the floor while in observance of Agents- Coach, evaluate, develop, and assist Agents regarding customer service skills and product related knowledge- Train Agents on new or revised information relating to service, products, or processes of the project, well as changes or additions to company policy- Carry out supervisory responsibilities which include the day to day management of employee relations issues in accordance with company policies.These responsibilities include interpreting and enforcing company policies and safety regulations with Agents

- Analyze all reports to identify trends and areas of development and be proactive in offering solutions- Actively monitor the progress of programs on a real time basis by using specific tools (Avaya CMS, eWFM,RTA)- Optimize break and lunch times to meet staffing requirements- Process requests for time off and requests for permanent and temporary schedule changes or trades

Conveys in a reassuring manner step by step process to help resolve customer issues in billing and provide basic troubleshooting.Consistent high flyer for CSAT with consistent above-average scores

Bs, Information Technology

Bachelor Of Science; Bachelor Of Science, Information Technology; Electronics Communications Engineering

Education record