Michelle Diaz Email and Phone Number

- Monitors team performance; manages daily metrics so members can hit the targets/goals.- Coaches and trains agents on a daily basis; provides feedback and updates progress report.- Evaluates agent's call handling on a weekly basis and make sure that processes are meeting the quality standards.- Weekly calibration and meetings with clients regarding performance and progress. Discussion of goals, metrics and cascade all directives to the agents.

- Supports and addresses agent's concerns.- Shows comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards.- Attends supervisory call for customers.

- Retention Specialist- Handles 50 + customer interactions per day; provides detailed personalized, friendly, and polite service to ensure customer retention and satisfaction.- Memorized all company products and services to be able to answer customer's questions quickly andefficiently and increase upsells.- Collect source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into customer's account.

- Handles 30 + customer interactions per day- Assists customers having difficulties with their phone and internet connection in all of their devices.- Remotes customer's device in scanning and install software.

- Handles 40 + customer interactions per day. - Ensure customer's satisfaction by helping them with their billing concerns (charge dispute) and technical assistance (cable and internet)-Provides features, benefits and upsells product of the company.

- Maintains compliance and non-conformance processes through records and tracking systems, including root cause and corrective actions.- Interpret, build and comply with company quality assurance standards.- Documents quality assurance activities with internal reporting and audits

- Provides excellent customer experience with courteous service. - Prepares the food on a timely manner.- Ensures operations excellence by adhering to the systems and standards of the store.- Obtain and transact orders from customers ordering online and phone calls.- Administers parties; assists managers in preparing for the scheduled/booked party.- Trains and monitor newly-hired service crew.- Replenishes and audit funds/cash of cashiers-on-duty.