Jaime Roque Email & Phone Number

Orlando, Florida Area

• Real Time monitoring of service levels and site performance to ensure effective management of the incoming and outbound phone, chat, and email volume, utilizing Nice and CMS applications.
• Serve as the central point of contact for supervisors and senior management as related to service level information and KPI reporting
• Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact… Show more
• Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity
• Manage Real Time agent adherence to schedule and call statistics and communicate with supervisors to ensure activity is managed efficiently throughout the day.
• Input weekly schedules for up to 500 employees into Kronos (payroll application), checking in and out times and update daily, correct punches, Callouts, late and early leaves according to Nice and CMS. Show less

Work directly with sales agents to identify their weak areas and develop personal development programs to address them. Through monitored and live calls, work to reinforce positive behaviors and provide accountability that can motivate and encourage the sales agents to reach new heights.

Orlando And Sarasota, Florida Area

• Customer Care Supervisor – Sales and Retention (July 2008 – November 2011)o Maintained a high level of Metrics and Productivity (ex. Average Handle Time, Calls Per Hour, First Call Resolution).o Awarded a certificate.
• Customer Care Supervisor – Sales and Retention (July 2008 – November 2011)o Maintained a high level of Metrics and Productivity (ex. Average Handle Time, Calls Per Hour, First Call Resolution).o Awarded a certificate.
• Customer Care Supervisor – Internet Technical Support (November 2007 - June 2008)Sarasota, Fl Call Center
• Customer Care Supervisor – Comcast Digital Voice Phone service (September 2005 – October 2007)
• Customer Care Supervisor – Internet Technical Support (April 2005 – August 2005)o Participant of a National Team which convened in Philadelphia to update Line Of Questioning for Online Service application (Ticket.
• Acting Supervisor – Internet Technical Support (December 2004 – March 2005)o Knowledge of Cable Data (Duty of Dispatcher)o Programmer for the Source (currently Casper) in HTML

Sarasota, Florida Area

• 1995-2003 Sarasota Ballet of Florida
• Director of Operations o Supervised over 100 of administrative, artistic and theater staffo Developed and met $300,000 theater departmental annual budgets and assisted with $1.3 million overall annual budgetso Assigned.
• Director of Operations o Supervised over 100 of administrative, artistic and theater staffo Developed and met $300,000 theater departmental annual budgets and assisted with $1.3 million overall annual budgetso Assigned.

Ba, Summa Cum Laude, Theatre Administration, 3.98

Computer Science

Computer Science