my job was to overview and help my team succeed and meet company metrics. worked with excel to get raw date, created a format to see how my team is doing in real time. Had weekly team meetings to notify agent of changes in policy and procedures and to clear any doubts. Coaching sessions once to twice a week if needed to 16-18 agents. delegated basic work to my top performers and coached and helped to get better positions within the company.

I work as an agent answering calls for a cell phone company known as T-MobileI am certified technical support agentPrepaid customer care, Graduated from the talent development program “TDP” to help train me to be a supervisor, I was trained to give coaching to agents and find the best way to effectively give feedback.Sr Representative where my job is to answer escalated calls, also do floor support and assist fellow agents that are in need of policy knowledge and support.

I worked in Teleperformance from April 11th 2007 to the 5th of February 2009 as a customer care bilingual agent take both Spanish and English calls for a company called Comcast where we also providing sales service offering to existing customers better packages and additional services.