Lee Arce Email & Phone Number

Identify courier issues that impact customer retention and growth. Liaise delivery issues with our courier partners and provide creative solutions to turn sticky situations into delightful outcomes for our customers Thoroughly investigate delivery issues raised by our customers. Work with the Sales and Support teams in helping customers with their delivery issues. Improve and optimize processes and tools. Resolve courier escalations with urgency and quality solutions Spot recurring delivery performance issues and provide preventive solutions. Share best practices and knowledge that will uplift the team. Advocate the corporate values and promote team culture.

- Receives provisioning request related to Telecommunication circuits andmanages the overall project from order preparation to delivery of service.- In-charge of fact finding and research analysis to assist customers with theiraccount needs.- Works as the primary coordinator between Customer, Sales and other provisioning teams and ensures seamless delivery of service by properly communicating all facets of the project to each stakeholder.

- Manage a team of Level Two Technical Support Associates handling Cable Internet Services. - Evaluates agents’ performance by doing side-by-side evaluations, remote monitoring, and evaluating recorded calls. - Ensures that weekly one-on-one coaching sessions with all agents are accomplished. - Works in partnership with other departments to ensure close loop processes. - Participates in weekly calibrations with Quality department Attends and presents on Weekly Business Review. - Conducts Performance Management to under-performing agents.

Manage a team of Level Two Technical Support Associates handling Cable Internet Services.Evaluates agents’ performance by doing side-by-side evaluations, remote monitoring, and evaluating recorded calls.Ensures that weekly one-on-one coaching sessions with all agents are accomplished.Works in partnership with other departments to ensure close loop processesParticipates in weekly calibrations with Quality department.Attends and presents on Weekly Business Review. Conducts Performance Management to under-performing agents.

Handles inbound calls from customers in Singapore that are experiencing problems with their Cable Internet connectivityTroubleshoots email related issues especially those that can’t send and receive emailsHandles Basic Billing concerns and Account Deactivation / ReactivationIncludes basic computer troubleshooting

Handles inbound calls from customers in the United States that are experiencing problems with their Digital Subscriber Line (DSL) internet connectivityTroubleshoots email related issues especially those that can’t send and receive emailsIncludes basic computer troubleshooting

Handles inbound calls from customers in the United States that are experiencing problems with their Digital Subscriber Line (DSL) internet connectivityTroubleshoots email related issues especially those that can’t send and receive emailsIncludes basic computer troubleshooting