Alexandra Perales

Supervisor

Charter Spectrum

05.2021 - Current

Oversees daily operations of Sales Support department order processing.
Guided team/staff with order processing questions/issues. service complaint, and answer questions regarding services and products.
Interfaced with other departments through written and verbal communications to handle customer situations; researched customer complaints and processed correcting orders into the computer system.
Reviewed and evaluated coaching and counseling personnel in the performance of their duties, handling department personnel issues including hiring, performance reviews, counseling, and progressive disciplinary actions as needed.
Hiring the most suitable employees training them for inbound and outbound calls and making sure that they prepare to face some common issues related to the job.
Assist with training and evaluating departmental personnel to comply with set standards in providing exceptional customer service.
Designed tactics to improve agent efficiency, increase performance, and carefully monitor metrics.
Collaborated with sales teams, and project managers to develop and implement strategic and tactical plans for daily operations.
Sort/generate reports for management as required.
Motivate and inspire others to achieve stretch goals. Utilizing effective leadership skills; problem solving and team development.
Handled Customer PRO-escalations and sought them through completions.
Developed and implemented sales activation strategies to drive revenue growth and increase customer engagement
Ranked 3 out of 8 colleagues for Mobile Yield and Video Yield for 6 consecutive months.
Build, manage, and develop my team comprised of 12 personnel, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures.
46 + weeks as Champion in Sales Activation – Weekly-Behavior Coaching.