John Carriaga

Over four years of experience at Lowe's in Contact Center Service Project Coordinator, or Knowledge Support Professional position.
I possess experience in supervising, mentoring, providing guidance to others within my team and in my Region.. Praised for my ability to think quickly and continuously be comfortable in our dynamic, fast-moving Contact Center environment and for my Excellent oral, written, presentation, active listening, motivational, and interpersonal communication skills. I do so by using my vast problem-solving skills, thereby allowing me to adapt quickly as needed to any given situation. I possess strong organizational and time management skill with ability to multi-task various activities simultaneously.
Excel at managing installation projects through constant communication with customers, service providers, and stores while working remotely. I handled inbound and outbound calls, assisted in coordinate schedules, and troubleshot installation issues using various Lowes tech tools to ensure smooth project execution from start to finish.

I have been a team POC, as needed, from 2022-2024. This enabled our team to continue to function at a very high level in productivity and metrics, while our direct leader was out.

I always look for ways to improve the customer experience by understanding the balance between the customers and business needs, Offering ways to make it easier and more efficient for everyone involved or impacted by the process.

I daily complete all task in a very timely manner while meticulously documenting all interactions, and consistently deliver exceptional customer experiences. My ability in making the calls I have with each customer I handle a conversation with, not a transaction and by finding out of the box solutions tailor made for each situation has been something my teammates and bosses appreciate and have implemented my behaviors in to how my team handles their calls as well. All well following Lowe's policies and procedures. My overall quality scores and metrics have been some of the top in my department consistently for the last four plus years.

Inbound customer service supervisor and trainer. Achieved awards and recognition throughout my career there while maintaining and implementing a consistent strategy to eliminate repeat callbacks from the customers in escalated or any retention situations. Helped to create retention and escalations teams. Provided ongoing support for both teams as well, in a supervisory and training capacity. Developed and implemented training materials and classes for the center. The training curriculum was also implemented nationwide. Provided and supervised floor support and training for new hire employees. Was point of contact for various supervisor teams, throughout my tenor with the company.

Reduced customer complaints by addressing root causes of quality issues and driving continuous improvement initiatives.
Directed and supervised over fifty employees involved in call quality control procedures.
Enhanced productivity and quality metrics, both center and company wide, by implementing stringent inspection processes and providing comprehensive feedback to production teams.
Oversaw department of eight supervisor teams. Each team consisted of twelve to fifteen reps each. I did this by supervising daily operations, providing technical support and coordinating personnel.

Consistently recognized as a top ten performer in the center and nationally, both as a trainer and supervisor for over 15 years. Helped to create retention and escalations teams Also handled QA duties for monitoring calls within these team and for various other customer service teams, both locally and nationally.