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 Management and Learning & Knowledge teams to ensure that the agent desktop tools are being leveraged appropriately to improve agent efficiency and effectivenessCommunicate changes to all agent desktop tools to Learning & Knowledge team to ensure that appropriate and timely communication occursWork with Listener Care Operations team to ensure that reporting from Intelligent Agent Desktop is optimized to provide business-improving intelligence about how, why and when customers contact us and how we are resolving & satisfying themParticipate in regular communication meetings with Vendor Management team and Call Center vendors to assess needs and gather feedback on agent desktop toolsParticipate in regular visits to call center sites – activities include agent/supervisor roundtable discussions, management discussions, agent side-by-side call monitoring.

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 Management and Learning & Knowledge teams to ensure that the agent desktop tools are being leveraged appropriately to improve agent efficiency and effectivenessCommunicate changes to all agent desktop tools to Learning & Knowledge team to ensure that appropriate and timely communication occursWork with Listener Care Operations team to ensure that reporting from Intelligent Agent Desktop is optimized to provide business-improving intelligence about how, why and when customers contact us and how we are resolving & satisfying themParticipate in regular communication meetings with Vendor Management team and Call Center vendors to assess needs and gather feedback on agent desktop toolsParticipate in regular visits to call center sites – activities include agent/supervisor roundtable discussions, management discussions, agent side-by-side call monitoring

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 requirements such as new price packages, new changes based on sales strategies or call flow changesDeveloped and maintain project plans to ensure programs are implemented effectively

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 discussions, management discussions, agent side-by-side call monitoringWorked closely with the IT staff to help develop and enhance existing and new call center tools to improve overall call process to ensure excellent customer experience

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 mannerPerformed User Acceptance Testing on all billing system releases which included system fixes and enhances to the overall call flow.Developed and implemented training programs for call center agents Established business processes to support the marketing and sales teams initiativesManaged data validation and several system migrations

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 existing billing system to maintain its integrity of day-to-day operations.

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 billing system, CSG, once work was completed

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 supervisor's attentionCreated the Tech Operations team, in Customer Service. Served as a technical advisor for the company's Information Channel.