IVETT GUABA

Conduct quality assessments of customer service interactions, including phone calls, chat sessions, and email responses, to ensure adherence to company standards and best practices

• Evaluate agent performance based on established key performance indicators (KPIs) and provide constructive feedback and coaching to enhance their skills and customer satisfaction
• Develop and maintain detailed quality scorecards and performance metrics to track individual and team performance over time
• Collaborate with team leaders and supervisors to identify training needs and develop targeted training programs to address performance gaps
• Create and deliver regular training sessions and workshops to improve agent product knowledge, communication skills, and customer service etiquette
• Generate comprehensive reports and present findings to senior management, highlighting trends, areas for improvement, and recommending actionable solutions
• Continuously update and refine quality assurance guidelines and procedures to adapt to changing business requirements and industry standards.

• Recommended setting appointments and services to earn the whole client relationship
• Maintaining security and telecommunications systems
• Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules
• Answered and directed incoming calls using multi-line telephone system
• Maintained daily calendars, set appointments with clients and planned daily office events
• Oversaw office inventory by restocking supplies and submitting purchase orders
• Processed payments and updated accounts to reflect balance changes.

• Provide assistance to client
• Ensured the accurate and on-time completion of all projects
• Resolved payment and order disputes
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor
• Promoted business for the company by maintaining good customer relations and referring customers to appropriate staff for new services
• Assisted customers in making payments on accounts and setting up payment plans
• Offered support and encouragement to clients to achieve their goals and reach self-sufficiency
• Fielded customer complaints and queries, fast-tracking them for problem resolution.