Estenio Modira

I'm responsible for assisting customers with purchases and generating sales.

I am responsible for stocking merchandising on the sales floor.

• I am tasked with supervising/leading a highly productive team of 15-20 agents. 
• As a Supervisor, I generate reports, keep track of metrics and productivity as well as handled escalated cases/calls. 
• I am responsible for hiring, training, coaching, as well as disciplining candidates whenever necessary. I attended meetings with Ops every week to discuss the key metrics and track overall growth. 

I was responsible for managing a team of loaders and ensuring each freight truck was loaded properly.

I was responsible to inbound calls and supporting card holders with their inquiries.

I was responsible with unloading freight and stocking them on the sales floor during overnight hours.

• I am responsible for answering inbound calls as well as assisting customers via email, phone and chat.
• I am also tasked with playing an advocacy role (inbound and outbound) between the company and customers. That way we understand the customer's needs and can better assist them based on their requests.

• I was tasked with supervising/leading a highly productive team of 15-20 agents.
• As a Supervisor, I generated reports, kept track of metrics and productivity as well as handled escalated cases/calls.
• I was responsible for hiring, training, coaching, as well as disciplining candidates whenever necessary.
• I attended meetings with Ops every week to discuss the key metrics and track overall growth.

The KPIs I tracked and were:

• Average Handle Time (AHT) 
• Call Abandonment Rate
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Average Speed of Answer
• Average Wait Time
• Adherence To Procedures
• Agent Utilization
• Call/Email Quality

• I was tasked with supervising/leading a highly productive team of 25-30 agents.
• As a Supervisor, I generated reports, kept track of metrics and productivity as well as handled escalated cases/calls.
• I was responsible for hiring, training, coaching, as well as disciplining agents whenever necessary.
• Meetings with Ops were held every week to discuss the key metrics and track overall growth.
• Salesforce was used for ticketing and customer interactions.
• I provided yearly and quarterly reviews for the sake of stakeholders transparency.

The KPIs I tracked and were:

• Average Handle Time (AHT)
• Call Abandonment Rate
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Average Speed of Answer
• Average Wait Time
• Adherence To Procedures
• Agent Utilization
• Call/Email Quality