Eileen Holguin

-Coaching representatives on executing at a high performance level of revenue, customer experience, 3-day resolution and efficiencies.

-Collaborated with the quality analysts, assistant directors, to specialize the most competitive culture within the customer service department with the highest sales in the nation

- Facilitating targeted training to help employees meet Verizon's rules and regulations, while aligning the organizational direction.

-Provided real time feedback coaching and advancing reports for performance in order to meet organization goals, while executing customer demand through time management skills.

-Coached representatives in diffusing and resolving escalated calls by respectfully finding a win-win solution to the business, customers, and agents.

-Provided real time feedback coaching and advancing reports for performance in order to meet organization goals, while executing customer demand through time management skills.

-Responsible for gaining knowledge about different types of troubleshooting hardware, network and device issues. Included, but not limited to TRG, MARS, and Native MTAS.

-Teach new hire agents about our different platforms to help customers get the most out of our products and services.

-Collaborated with supervisors and assistant directors through meetings to generate new ideas on creating a condensed customer experience model to enhance Verizon's brand in being the best

-Fasciliated huddles with multiple teams at a time and calibrated real-time calls and had supervisors role play amongst each representative to point out quality successes and opportunities.

-Calibrated calls for Quality amongst my team of analysts then created spreadsheets to share with operations managers and the Director of the call center.