Michael Cruz Email & Phone Number

• Handling a specialized team that is responsible for the company’s production and quality standards.• Communicate, motivate, train, and manage team performance to assure those client-specified goals are met and exceeded.• Collaborating with managers in improving work processes and agent performance appraisal.• Oversee that the client’s performers adhere to company and legal standards, especially under child protection and FOSTA.• Authenticate proof of identification for fraudulence, inconsistencies, and validity.

• Assess calls whether or not they pass the designated standards.• Validates calls including the initial contact, customer background check, trading assistance, and education.• Asses agents in regards to performance, ability to communicate, educating, given information, and decorum.• Sends daily reports on agent performances.• Gives feedback on agent performance with key points on what to improve on.

• Handles direct and transferred calls regarding customer's detachments and complaints to the company.• Persuading frustrated or aggravated customers from detaching themselves from the company via positive reinforcement, device up-grades / sales, plan upgrading / downgrading, billing clarification, etc.• Filing customer complaints stating the cause and grievances.• Processing device/peripheral upgrade/downgrade assuring that the contract given is fully understood by the customer

• Clarifies billing and account inquiries including payments and disputes. Assists the customer with basic technical support.• Walks the customer through on how to download the Audible app also with the navigation, purchasing, and downloading of books on different devices, including Amazon Kindles and GPS's.• Suggests books and authors relative to the customers preferences and/or search queries.• Checks and files complaints on customer reported inconsistencies or nuances of purchased and downloaded books.

• Contacts leads or possible customers informing them about the pros of having and using VMware cloud computers.• Convincing possible customers on purchasing packages or deals. • Setting up a meeting with the customer and onshore agent to close the deal and finalize the contract.• Making follow up calls reminding the customer on the plotted meet-ings.