Antoine Mark Otico

Skilled at working independently and collaboratively in a team environment.

Proven ability to learn quickly and adapt to new situations.

Worked well in a team setting, providing support and guidance.

Assisted with day-to-day operations, working efficiently and productively with all team members.

Passionate about learning and committed to continual improvement.

Used critical thinking to break down problems, evaluate solutions and make decisions.

Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

ABAY Supervisor – responsible in molding freshly trained agents

SME's Supervisor – mentors Team handling SME’s in coaching and driving performance

Plans out ABAY activities and supplemental training for new agents.

Created ABAY initiatives to sharpen learning curve.

• Simulation environment with live accounts on

Training access available for use from Day 1 product training

• Technical Prime or Mentor - advanced troubleshooting, escalation support

• A more robust ABAY Agenda and post ABAY remediation or bootcamps for struggling agents

· Be available to affect the entirety of the team’s operations.

· Take calls that your agents can’t handle and be available when an agent appears to need assistance.

· Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

· Motivate , coach and encourage agents through positive communication and feedback

· Conduct shift huddle with the team and review stats for daily game plan.

· Keep track of attendance, daily performance, paid time off, sick time, etc.

· Create and maintain files on each agent as they relate to attendance, production, and reviews.