Harold Acuna

• Lead and supervise a team of 12+ agents to deliver exceptional customer experiences.
• Tracked employee productivity and offered valuable feedback and coaching.
• Detected and resolved performance and personnel challenges to minimize disruption to business operations.
• Managed employee concerns or complaints by collaborating with HR for effective solutions.
• Implemented performance improvement plans when necessary.
• Managed high-level escalations, including those involving VIP users.
• Evaluated procedures and employee capabilities to optimize workflows in response to evolving business needs.

- Handle agent escalations and provide guidance to agents on the appropriate response to users

- Train agents to reduce inquiries and improve performance

- Responsible for crediting and adjusting payout errors

-Aid in the creation of the Buy-In email that is distributed weekly to agents with valuable information and resources.

- Led a team to establish and develop a department for Daily Fantasy Series A soccer contests in partnership with Cartola, a Brazilian-based company

- Designed and implemented customized training programs for the Cartola Customer Service team

- Served as an escalation team for Cartola supervisors and managers for engineering and tech-related issues and customer account problems

- Responsible for forwarding game requests to operations team for fulfillment and raising engineering issues to the appropriate team

- Monitored the Cartola website for display errors and oversaw back-end issue resolution

- Collaborated with Mohegan Sun's managers to ensure that their employees could handle general inquiries

- Developed basic training manuals that helped reduce the number of contacts

- Provided prompt, accurate, and professional customer support through various channels such as phone, email, or chat

- Documented customer interactions, tracked issues, and escalated complex problems to higher levels of management when necessary

- Handled billing inquiries, processed customer orders, and assisted with returns or exchanges