DIANA RENDON

- Assisted in developing a training plan for the Escalated (Tier 3) space, trained onboarding agents, monitored their progress, and provided coaching as needed.

- Facilitated cross-team communication within the engagement to ensure effective collaboration and smooth operations across all lines of business while meeting service level agreements (SLAs).

- Led stand-up meetings via MS Teams to discuss agenda items.

- Conducted at least one one-on-one meeting per agent each pay period to document performance.

- Monitored and managed a team of 10 regarding attendance and schedule adherence, regularly reviewing the ADP system for corrections and approvals.

- Completed and delivered annual reviews in a timely manner.

- Analyzed quality data for agents and partnered with Operations Managers to implement coaching plans for any underperforming team members.

- Ensured that my team of 10 met all quality and productivity expectations set by the client.

- Engaged professionally with the client to report trends and took prompt action based on their directives.

- Gathered information using Power BI and created reports.

- Coached and motivated agents to maintain a positive morale and a productive working environment.

- Assisted and educated customers regarding their billing concerns and complex issues, including fraudulent purchases and disputes, while adhering to support policies and procedures via phone calls and support tickets, all within established service level agreements (SLA) and performance guidelines.

- Followed established troubleshooting procedures and utilized appropriate resources and desktop tools to diagnose and resolve issues effectively.

- Coordinated with other internal teams as needed to identify and report trends, facilitating issue resolution.

- Multitasked across multiple tools and systems, applying knowledge and information to various customer situations.

- Monitored client-facing tools for updates and directives.

- Maintained up-to-date knowledge of company trends and quickly adapted to changes in handling procedures.

- Promptly responded to inquiries and requests from management and assisted in onboarding new agents through shadowing sessions.

• Managed relationships with hotels by providing high levels of customer service and account management support
• Provided guidance to hotels in utilizing and optimizing our system
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
• Managed customer calls effectively and efficiently by responding and mediating between our international guests to resolve easy to sophisticated issues via the phone
• Learned and maintained an in-depth understanding of current worldwide issues, providing knowledgeable responses to customers all over the world
• Navigated different online IT tools and browsers to provide accurate information and follow set processes
• Supported teammates and colleagues with constructive feedback to encourage a positive outcomes

- Ensured that all work was performed in compliance with company policies.

- Developed strong negotiating skills while maintaining confidentiality and professional phone etiquette.

- Utilized probing techniques to understand the reasons behind debtors’ delinquency.

- Provided counseling to debtors on payment options, arranged installment agreements, processed payments, and applied these payments to customer balances.

- Consistently achieved performance goals.

- Monitored accounts to ensure compliance with established payment plans and flagged any non-compliance issues.

- Employed scripted conversation prompts to convey current account information and successfully obtain payments.