Marites Menor Email & Phone Number

• Receives calls from employees advising of lates and absences and tags their IEX according• Generates IEX report on a daily basis to make sure that absences and lates are properly tagged• Issues Disciplinary Actions related to absenteeism and lates• Recommends measures to improve attendance• Sends reports related to daily absenteeism and lates

• Created and proposed Quality form to be used for the program• Evaluated phone interactions of agents based on set guidelines• Coached agents based on the opportunities captured during evaluation• Acted as SMEs, answering questions of agents with their calls• Conducted training sessions and refreshers• Attended daily start and end of day call with the clients• Facilitated calibration sessions with the clients• Facilitated call listening session with the clients and upper management• Updated Quality guidelines and implemented changes, based on calibration sessions• Created weekly reports – Program QA score, per team QA score, top drivers• Conducted Quality huddle to discuss Quality score, top drivers and updates

• Cross trained and handled 4 lines of business – 2 voice, 2 back office• Provided monthly evaluations to Team Members• Performed random audits on a regular basis• Facilitated calibration session on a weekly basis for multiple LOBS• Conducted QA talks and learning sessions to both new hires and tenured Team Members• Created reports as requested by Operations• Sent Quality Reminders based on top drivers and common behaviors observed during evaluation• Drafted Quality form to tailor fit to the needs of the business• Revised guidelines, as needed, to be consistent with the current processes

• Cross trained and handled 3 LOBS – 1 voice, 2 back office• Provided weekly evaluations to Team Members• Facilitated internal and client calibration sessions• Performed TL cross evaluations to ensure calibration on the Quality guidelines• Attended quarterly business review and strategic planning• Reviewed 100% of the orders placed on a daily basis• Provided weekly report to track the performance of the Team Members and the business• Provided detailed reports on Top Drivers, identifying behaviors missed• Recommended action plans to address identified AFIs• Collaborated with Training to identify issues related to training and recommend refreshers to be conducted• Created and revised the Quality form, as needed

• Handled one Transition Team per month, with 15 – 20 Team Members• Provided real time support through floor walk and taking escalations• Facilitated offline refreshers• Coached Team Members, prioritizing those who got detractors on surveys• Provided direct feedback to Team Members to improve call handling and achieve desired metrics

• Assisted customers in resolving issues regarding internet, phone and television• Acted as the Team’s overall POC• Gave immediate product knowledge support to 10 to 15 team mates

• Assisted customers in resolving issues regarding internet and networking

Associate'S Degree, Nursing

Education record