John B. Email & Phone Number

6Th Floor 1880 Avenue Building Eastwood City Cyberpark, 1110 Bagumbayan Quezon C

• Provides management and operational assistance- Identifies and escalates priority issues as per client specifications.- Gather escalations coming from all sites and determine the issue by evaluating and analyzing the symptoms.- Redirect and escalates customers/center’s problems or incidents to appropriate Support teams of ultra- Follow standard processes and operating procedures- Provides assistance to various sites by serving as an escalation point for customer/centers related issues concerns including outages. - Organize ideas and communicate oral messages appropriate to listeners and situations- Conduct Weekly Business Reviews with the Management Team and with the Client based on previous week's performance of CRA- Ensures CRA performance is being met per agents in a team as well team performance.- Manage program, new product launch, process updates, rehash, couching and schedules.- Conducting training and rehash to centers on technical process and troubleshooting specially for newly hire.- Secure all CRA task is being work on in timely manner including monitoring tools.

Real Time Assistance-Provides assistance to Level 1 and Level 2 - Customer Service Representative by serving as an escalation point for complicated concerns-Open raised tickets,,resolved raised tickets follow up on open and pending tickets -Provide feedback on status of tickets raised the prior day-Provide assistance for any operational issues that may arise that impacts operation-provide support and actively engaged in resolving queue call routing issuesMonitor and manages Tools and customer transactions on regular and timely manner-Conduct daily and regular routine and validations test to assess operational status and customer experience on a timely mannerAnd anything else that may be assigned by the client and the management teamCustomer AssistanceAttend LER (subpoena,911 calls,call recording,etc)Issue Identification/Notification-Identify and monitors potential or ongoing issues that may arise based on tools,routine test,number of tickets raised (disposition)Process Improvement -Identifies Technical and back end process improvements based on Customers issue, trends, identified gaps and win opportunitiesReporting-Provides Management and Operational Reports as may be necessary and required by Client and Management-Generate reports from the system and create analysis based on trends and the data provide-Conduct Weekly Business Reviews with the Management Team and with the Client based on previous week's performance