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.

- 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.

- 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.

- 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.

- 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.

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