Rose Navarro

I’m currently a supervisor on Home Solutions. I manage a mixture of reps ranging from our offline reps to Lowes reps, and Consumer Relations. With the help of my team, I assist with managing the day-to-day operation to ensure our daily SLA's are met on both calls and email support. Because of my tenure and experience with the company, I am able to provide support for both Lowes and Legacy. I provide regular assistance with dynamic fulfillment errors and escalation support for Lowes. I’ve worked with several departments over the years and partnered with them on process improvement suggestions and ideas. I am a strong coach and regularly provide feedback to my peers and agents. Prior to my Supervisor role I was a team lead. I manage our off line work and ensure our daily SLA's are met. I do this by assigning cases to the team and follow up to ensure they complete the work within our required turn around times. I am responsible for handling all escalations and providing feedback in an effort to prevent escalations from happening. Since the launch of Lowes, I 've been responsible for training both new hires and existing agents on EMS (Email Management Tool) and the different processes associated with Lowes.

I regularly coach our team on the amount of emails they process as well as how they processed the email. My goal is to ensure that we are doing everything possible to take care of our customers so they don't have to call in to our call centers.

Prior to shifting focus to Home Solutions, I managed our off-line work and chat. I handled up to 3 chats at a time and processed emails between all while maintaining my stats and performance. This has really helped me gain/improve my multi-tasking skills.