Norma Samaniego

Managed overnight overflow queue for multiple departments, excluding mobile, similar to responsibilities of Rep 2 and Rep 3.

Consistently maintained adherence to schedules while demonstrating flexibility in response to changes.

Achieved alignment with current organizational goals through strategic planning.

• Manage a team of 12-13 technical support representatives
• Give daily goals and updates on how each representative is doing on their goals
• Do a daily tone check at the beginning of shift
• Provide floor support by answering questions and monitoring phone calls
• Ensure that payroll was done and submitted correctly
• Provide updates to associate director about team such adjustments, adherence, equipment orders and quality scores
• Manage teams attendance and schedule adherence
• Provide feedback in coaching sessions ensuring goal setting tailored to representative

• Provide support to customers regarding their bill and technical support issues probed to find root cause of issue at hand
• Provide to team while supervisor was in and or out of office such as floor walking or just answer questions peers might have
• CRT Team- Customer Relation Team- manage calls with upset customers, conflicts and or challenging situations
• Peer Facilitator conduct trainings in Huddle's and provide feedback
• Previously in Advanced Technical Support for Alltel to provide support for calls that could not be resolved in other levels

• Worked with specialty calls such as partner calls which included AT&T, Embarq, Wildblue and Century Tel
• Probed to find root cause of technical issue they were having at the time
• Took overflow of calls for billing, sales, disconnects and escalated tech support calls