INES E. RUIZ

• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Identifying areas of opportunity and creating tools to help implement best practices
• Floor support

• Launched the Pioneer Customer Service account
• Agent Development and Training
• Scan and grade both live and recorded calls.

• Identify and Coached agents on the areas of opportunity
• Created training simulations and tools
• Attended client meetings to discuss numbers and trends.

• Trained classes of 25 agents on company policy and compliance with state laws
• Created training tool.

• Supervised the work of 25 team members, offering constructive feedback on their work performance to maximize each associate strengths and close gaps in areas of opportunities
• Defined clear target and objectives for team members
• Implemented a set of comprehensive tracking processes to monitor and enhance agent performance.

• Modified financial contracts
• Assisted with QA skills forms which provided feedback to agents regarding phone calls and methods that they used.

Delivered goods and products to customer on time and in excellent condition.

• Helped with the day-to-day operations of the office.

• Assisted manager in recruiting and training of new employees.