Alejandra Arellano

• Implemented self-service solutions, including online tutorials and FAQ sections, to empower users and reduce call volume.
• Regularly monitored team performance and organized targeted training sessions to ensure high competence and consistent service quality.
• Led the development of a robust knowledge base, streamlining access to solutions for frequently encountered customer issues.
• Improved team retention by cultivating a collaborative environment with open communication, professional growth opportunities, and a focus on teamwork.

• Oversee ASA (Average speed of answer) talk time, and performance related key performance indicators (KPIs)
• Responsible for real time and intraday resource management to ensure the appropriate number of agents are available during scheduled hours to handle the forecasted volume of incoming calls
• Optimizing and utilizing time properly to ensure all agents got at least 6-8 QA's done
• Provided feedback in call scenarios to ensure all users received an enjoyable calm experience
• Monitor goals and individual agent performance: worked closely with leadership to ensure agents received appropriate coaching

• Time management
• Leadership
• Excel / Word
• Problem solving

Optimizing and utilizing time properly to ensure all agents got at least 6-8 quality audits done provided feedback in call scenarios to ensure all users received an enjoyable calm experience monitor goals and individual agent performance: worked closely with leadership to ensure agents received appropriate coaching.