Janis Ian Cruz-Peralta Email and Phone Number

● Responsible for recruiting new agents ○ Posting all job ads on Upwork and other sources, (Facebook groups, etc) and keeping them updated for the duration of the hiring phase ○ Interviewing - conduct all initial interviews with candidates before passing them up to the Operations Manager for the final interview. ○ Coordinate and conduct the paid observations of candidates ○ Create all offers to potential agents ● Responsible for training new agents ○ Training applicants according to the curriculum and graduating them in a timely manner. ○ Responsible for the creation of training materials and the uploading of those materials into the Knowledgebase for other PMs to share. ● Responsible for managing Team Performance ○ Responsible for the day to day management of the team’s performance and metrics (QA, FCR, Nightly snapshots/cleared users) ○ Managing of team’s issues ○ Conducting 1:1 coachings, and team meetings ● Planning of team retreats/activities for retention and morale ● Communicating with colleagues thru Slack  ● Sending weekly deliverables to Operations Manager

Answering emails from users with their appointment issuesProviding customer satisfaction by resolving users concern while followingpolicies and workflows.Making sure that all key metrics are met.

Triaging reports sent by crewbies/agents and reporting to engineers for a fix.Reducing users' contact rate by reporting critical issues.Answering product questions from Leads/SMEs.Testing the agent’s new systems/tools.Testing product experiments.Research insights - labeling, and reviewing user feedback.Auditing bug reporting quality.Sending and sharing product knowledge/experiment updates.Updating MBR/QBR reporting slides.Helping colleagues in investigating edge cases/issues.

Answering phone calls/emails from users with non-trip/trip issues in atimely manner.Providing customer satisfaction by resolving users concern while followingpolicies and workflows.Making sure that all key metrics are met.

Making outbound phone calls and set an appointment.Making outbound calls on the day of the event to confirm attendance of thelead.

Assisting the trainer in completing all the training materials for the traineesAssisting the trainer during class discussions and providing input onproduct knowledgeConducting mock callsAssisting trainees during mock callsAnswering inbound phone calls from users having technical issues/errorwith their pay-tv serviceTroubleshooting using cue cardsSending technicians for issues that can't be fixed over the phoneAnswering inbound calls from users and technicians toset/reschedule/cancel appointmentsPre-call - making outbound calls to users to confirm appointmentsCall on approach - calling users to provide ETA of techniciansMaking outbound calls to reschedule users who missed their appointmentsAnswering inbound calls from technicians to troubleshoot issuesencountered with installationsClosing technicians’ job completed within the day

Answering inbound phone calls in a timely mannerResolving user issues encountered onlineTracking deliveries and processing replacement for lost packagesProcessing returns and refunds