Oversee the monitoring of order chats in real-time, paying close attention to AI flags that identify potential misconduct or threatening behavior.Making sure there are clear and concise records of all interactions, incidents, and actions taken in response to flagged order chats.

Hiring process interviewsFeedback delivery to internal teams, RMG, Training, WFM, QA Ops managersDaily attendance and adherence checkQueue monitoring (phone and web)Daily Tx compliance with proper auxiliary codes, call monitoring, case documentation, case resolutionCompany compliance trainingSoft-skills best practices knowledge sharingInternal feedback corrections to Tx from such groupsPayroll, sanctions as needed, metrics delivery for reviewGrowth opportunity reminders and guidance. Escalations point for correct case assignment, in correct calls or in correct knowledge data baseAdherence updates to WFMHR communication as needed with disciplinary matters

Organize 8 team leads (2 with experience/6 without experience) and give structure to work with 150+ agents.Cascade knowledge and best practices (Communication, incident monitoring, outage processing, SOW structure to ensure prioritizing tasks).Outline and deliver on metrics (AHT, QA parameter scoring, call to ticket ratio, attendance, aux usage, CSAT)Obtain climate feeling in the group (WFH, access, process, future, personal conversations as agents discuss).Liaison to ensure varies groups (Firewall, Avaya, local and Voice IT support team) understand and resolve for current or reported issues.Provide varies support groups with data for RCA problem solving (replicating issues, recording outcomes, recording for visual understanding as needed).Ensure client and company compliance tasks completed (knowledge training, training, company core compliance)Provide technical support to team leads and agents alike (password reset, browser configuration, VPN connection, Windows firewall, Avaya troubleshooting, AD lockouts).Working as Spanish to English – English to Spanish interpreter between level 1 and level 2 groupsSet delivery plan (hiring, knowledge, learning, tools access, process, execution, positive feedback, repeat)Ensure team leads handled questions/ escalations properly to stop it at the first level.Improve hiring process, speaking with recruitment team on (WFH specifications, computer, customer service profile, attitude-based questions, history to present analysis on past jobs, awareness of school and current job market pointAdvise of gaps with proper training team (agent participation, on time attendance, learning retention)Advise of gaps with proper QA team (proper feedback schedules, proper listing to calls, to give proper and constructive feedback)Working on call 24/7 as neededEquipment inventory, delivery, records keeping

Established rapport with tenure peers and agents to engage with my new team.Candidate interviewsWFH coordinationEnsure attendance and punctuality with floor policy process.Ensure quality feedback points are retained.Confirm knowledge data being fully used.Ensure tools access and properly working.Ensure agent participation (team activities, peer to peer support, team floor support) Set delivery plan (knowledge, learning, process, execution)Assign POC for agents’ inquiries and align schedules for different days.Cascade client updates, new process steps, mandate training to cover.Escalate incorrect procedures from different groups (Level 2, RMG, HR)Queue monitoringCall monitoringFloor supportDocument report internal/external points of improvement on system, access, process, tools

Build team in Mexico as support was originally in Canada.Learn and cascade information from client and director in Canada.Assign schedules, staffing count, access, tools, and roles to staff based on performance from past contract.Share SOW updates for SLAs, KPIsSet a ¨confront and solve problems¨ culture by being accessible to team.Weekly meetings with clientWeekly meeting with managers and director in CanadaHiring (initial and additional batch)Training the trainerSanctions/written warningsGroup building activitiesTerminationsQuarterly meetings with recruiting, HR, IT among others to share best practices.Development, test, and practice back up plan with Canadian peers.Feedback for improvement or development per each staff member.

In charge of payroll (130 persons)Agent attendance and punctuality (days worked, PTOs, vacations, sick days)POC for administrative request (PTO, vacations, schedule change, role assignment)Provide feedback to positive and traits to improve onAddress metrics (FCR, AHT, call to ticket ratio)POC with PMO in Chicago IllinoisPOC with afterhours managers in Mexico CityPOC with field technicians’ managersProvide feedback to agents in a clear transparent outline and form of improvement.Hiring interviewsAgent terminationsAgent development and learningAgent companionship activitiesBack log check pointTicket assignmentsQueue monitoringCall monitoringAttend to supervisor calls.Monthly metrics feedback

SME for all agentsSME for afterhours team and my supervisorQueue monitor (In charge of checking backlog and distributing new tickets according)Cascade knowledge and best practicesTrainer in the contact for new hiresKnowledge writer

Receive incoming calls from independently owned Allstate offices owners and staff.Resolved incidents on first call.Working with Windows operating systems, XP, Vista, 7, 8Troubleshooting software, printers, scanners, ISP related issues, mobile devices, monitor, video extraction, virus removal, file recovery.Follow up on pending and assigned tickets.Arrive on time.Use aux codes appropriately

Answer incoming calls for internet access via LAN or wireless (Verizon).Support modem and routersConfigure modem/router (GUI) with user data, to check for wireless signal frequency.Confirm data from our side (payment, account lock out) as well as from user side (password update, recent payment issue, area outage).Escalate accordingly to tier 3 and document previous steps taken.Callback end users with assigned tickets or due to resolution not completed.Arrive on time, effectively use aux codes.Provide floor support within my supervisor’s team due to outstanding numbers on customer satisfaction, quality reviews, zero improper escalations, being reliable and responsible.

Plan out and organize floor support to the operations.POC for floor support staffQueue monitoringIn charge of morning shift floor walkersMentor floor support on how to delivery feedback and support to agentsIn charge of walkie talkies, vests, and computer access with usageDesignating floor walkers to specific sections bases on agents in area and floor support stronger points.Making sure agents learned the solution they have been provided.Handle supervisor calls.Handle calls/callbacks as volume or need required it.

Provide technical support to co-workers.Making sure agents learned the solution I had given them as well as being aware how I came to the solution.Help agents with long calls to reduce AHT.Help agents find knowledge articles for processes.Provide feedback for areas of opportunity.

Handle incoming calls for CSI (customer self-install) cases which meant first time setup from step one with their AT&T service.Handle incoming calls for DSL which meant the user already had access before but has lost connection to this internet.Setup modem/router and establish LAN and Wi-Fi connection as needed.Inform end user of modem/router lights, Wi-Fi information.Confirm connection and ensure end user is aware of problem and solution.