Wendy Zambrano

• Review Expert applications and identify the more suitable applicants
• Schedule and conduct the interview of the applicants
• Conduct the webinar for new Experts and follow up on their performance during the first three months
• Manage questions list and take actions as needed
• Answer Expert support tickets in Kayako or by Private message on the website
• Escalate customer and Expert concerns if needed
• Review Expert performance to assure the quality is maintained
• Provide feedback to other moderator about questions handling.

• Proactively identified potential sources of friction within the community and implemented measures to prevent escalation into larger issues.
• Conferred with engineers and designers to investigate and solve failure issues.
• Developed guidelines and best practices for maintaining a respectful, professional tone in online discussions.
• Implemented new moderation strategies that led to a decrease in negative interactions among users.

• Maintained a high level of product knowledge, providing accurate information to customers.
• Investigated and resolved accounting, service and delivery concerns.
• Responded proactively and positively to rapid change.
• Handled billing and payment issues following guidelines, resolving disputes properly.
• Educated customers about billing, payment processing and support policies and procedures.

• Lead Duties – Including but not limited to, assuring proper number of weekly/monthly audits are completed, conducting audits, leading calibrations and coaching and development of International Quality analysts
• Monitoring –audit incident data, emails, calls, chats and customer surveys to identify areas of service delivery that did not meet pre-established performance standards
• Feedback Session –conduct feedback sessions on assigned focus agents in real-time or as the queue permits
• New Hire Support – perform mock calls with new hires post-training to determine readiness for moving into support
• Data Analysis - Provide structured and timely recommendations; verbal and/or written feedback to Quality team leadership and analyse trends or patterns affecting quality
• Process Improvement - Collaborates with Operations and Training to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
• Spain Channel Support – When needed, support the Spanish team by working tickets via our email and voice channels

• Provide training to all new hire CSAs and manage all training communication.
• Responsible for the delivery and review of training.
• Proactively assess skills and gaps in operations versus skills and knowledge imparted.
• Partner with Team Leader to monitor the Quality of the CSAs, evaluate each one, and provide feedback.
• Cascade product update for immediate implementation.
• Collaborate on the design and development of the in-house program

• Responds to telephone inquiries and complaints using standard scripts and procedures.
• Gathers information and logs of customer calls.
• Communicate timely resolution in a timely manner.
• Inform customers about services available and assesses customer needs.
• Assist customers by taking calls and emails.
• Prepares blogs and expert services and customer feedback.
• Translate articles from English to Spanish.
• Write articles for the blog of the customers and experts.
• Marketing research.
• Social media management (Facebook, Blog, Twitter, YouTube)