Luis A Frometa Email & Phone Number

New York, United States

Greater New York City Area

Provide strategic direction on all agent desktop tools to enhance agent efficiency and effectivenessRepresent Listener Care in all meetings and discussions regarding changes to the SMS platform, Marketing Database, Direct to Consumer platform, Online Account Center, and all other internal and external customer-impacting interfacesWork closely with Vendor.

New York, NY

Provide strategic direction on all agent desktop tools to enhance agent efficiency and effectivenessRepresent Listener Care in all meetings and discussions regarding changes to the SMS platform, Marketing Database, Direct to Consumer platform, Online Account Center, and all other internal and external customer-impacting interfacesWork closely with Vendor.

Coordinate program releases for Listener Care with collaboration with other business unitsLiaison between the business users and the technical teamResponsible for various aspects of projects, status reporting, monitoring progress and communicating project information through reports and presentations Analyze, organized and submit changes for system.

Managed day-to-day communications to 5 Call Center sites with over 1200 agentsWorked closely with Call Center partner to monitor staffing needs and performance metrics to meet service level expectationsCommunicated updates to Customer Care management team on site/partner performanceMonthly visits to sites – activities included agent/supervisor roundtable.

Developed user requirements for the SMS billing system Managed and nurtured relationships with several vendors as they maintained and developed system fixes and enhancements for the billing systemDirected and monitored the SMS reporting developers in their day-to-day activities. Ensured all reporting requirements were met and delivered in a timely.

Managed the implementation of new business systemsFacilitated and monitored the progress of new business systems during systems migration into the existing business environmentBuild and maintained relationships between our internal staff and our vendors to assist in reaching company objectivesCoordinated fixes/upgrades and scheduled enhancements for the.

Processed Landlord Agreements to Owner/Agents for wiring of commercial buildingsCommunicated with Real Estate agents, building owners and legal staff regarding landlord agreements. Managed the progress and productivity of surveyors and surveys developed. Investigated and resolved commercial damage claims. Maintained synchronized building's database against.

Supervised and maintained daily, weekly and monthly status on 17 customer service representatives and the Serviceability group. Monitored agents performance and provided support on disciplinary actions when neededPeriodically coached and trained agents on areas of improvements and new marketing promotionsHandled escalated calls which required a.