RACHEL GADOS

Demonstrated versatility by adapting to diverse roles and responsibilities throughout employment duration.

• Data Research Team Lead.
• Administrative Assistant.
• Data Researcher.

• Monitor calls and provide coaching/feedback to operations.
• Ensure agents' alignment with the latest product updates and policies.
• Ensures that agents provide quality customer service per the clients' and company's objectives.
• Send reports to operations on the behaviors observed that need to be worked on, to help the management track trends and create action plans to address and improve behaviors.
• Certifies newly hired agents, facilitate internal calibrations, and prepares calls for client call listening sessions.

• Provided excellent customer service by answering inbound calls for billing and general inquiries about their satellite service
• Helped newly hired agents get familiar with the company's products and processes
• Provided real-time assistance to agents while they take in calls
• Took escalation calls.

• Helped newly hired agents get familiar with the
  company's products and processes.
• Provided real-time assistance to agents while they take in
  calls.
• Took escalation calls.