JES NICKLAUS ANZALDO

T-Mobile Account

• Daily monitoring of 8-10 experts, providing coaching and feedback to ensure that they deliver high-quality customer service and meet their performance targets
• Collaborate closely with other departments, such as Quality Assurance and Training, to identify and address performance gaps and implement continuous improvement initiatives
• Manage call escalations and complex customer issues, ensuring timely resolution and customer satisfaction
• Develop and maintain a positive and productive team culture, fostering teamwork, open communication, and a customer-centric mindset
• Ensure compliance with company policies, procedures, and best practices, and contribute to the development and implementation of new policies and processes.

Booking.com Account

• Monitor day-to-day operations of 15-20 agents, ensuring that service levels and quality standards are met or exceeded
• Conduct regular performance reviews and coaching sessions with agents to improve their skills, performance, and productivity
• Develop and implement staffing and scheduling plans to optimize resource utilization and ensure timely resolution of customer inquiries and issues
• Analyze data and reports to identify trends, performance gaps, and opportunities for improvement, and work with other departments to implement corrective actions
• Handle escalations from clients (sellers) and provide effective and efficient resolution to their concerns
• Facilitate team meetings and training sessions to ensure that agents are up-to-date on new policies, procedures, and products.

Amazon Account

• Manage day-to-day concerns of Amazon sellers, including inquiries on inventory, order processing, and account management
• Handle and resolve complex seller issues and complaints, ensuring customer satisfaction and retention
• Analyze data and reports to measure and improve performance against key performance indicators (KPIs), such as customer satisfaction, first call resolution, and average handling time
• Collaborate with other teams, such as Product and Technical Support, to ensure seamless resolution of seller issues and to provide a holistic customer experience.