Daniel Napoles

⦁ Guide agents through accounts when confronted with complex situations.

⦁ Create tickets and report system failures that stall or delay outgoing messages.

⦁ Execute successful paging of doctors or on call nurses for emergency situations.

⦁ Monitor service levels and make adjustments as needed to maintain efficiency.

⦁ Conduct attendance reports to confirm agents are in for servicing.

⦁ Review messages for clues to determine if they are emergencies or not.

⦁ Receive escalated calls from clients needing changes made to accounts.

⦁ Assist agents with troubleshooting techniques to have them servicing quickly.

⦁ Provide detailed messages for office related calls.

⦁ Execute request and file returns requiring short preparation
⦁ Evaluated customer account information to assess current issues and determine potential solutions
⦁ Consulted with customers to determine best methods to resolve service and billing issues
⦁ Delivered high level of service and support to each customer, paving way for future business opportunities
⦁ Escalated customer concerns, store issues and inventory requirements to supervisors
⦁ Maintained revenue streams by exhausting every option before offering refunds
⦁ Maintain clean and organized work space
⦁ Meet and exceeded at maintaining departmental goals for customer feedback surveys