Virtual Assistant

Overview

Looking for full-time work (8 hours/day)

at $7.95/hour ($1,400.01/month)

Bachelors degree

Last Active

November 22nd, 2024 (yesterday)

Member Since

April 24th, 2020

Profile Description

-Property Management all around customer service
-To maintain customer satisfaction and improve customer experience with my Call Center Leadership through my proven problem solving skills, customer experience, and product knowledge. Build, teach and train people to make the vision of the organization into a reality.

 
On my full time work: I Manage a team of call center agents
Provide weekly coaching / feedback session with agents to identify opportunity areas, reinforce strengths, and create action plans to drive better performance.
Take escalated calls as needed and ensure to answer agent questions / inquiries real-time to resolve customer concerns / issues.
Ensure that all reports/data related to agent’s performance (metrics, pay, etc) are complete and accurate.
Report/communicate discrepancies on all, but not limited to, performance, report, pay, and the likes related issues of agents and the team.
Provide uniform/consistent disciplinary actions to all agents on all performance and behavior related Upgrade to see actual infocalate concerns that impact the team’s and agent’s performance, pay, etc
Report any form of performed or attempted fraud, whether performed by anyone involved in the program (agents, coaches, quality lead, etc).
Drive compliance on all program initiated action plans, initiatives, incentives, and the likes and ensure that all agents understand, execute, and provide feedback as deemed necessary.
Observe and inspect adherence to all company rules, regulations, policies, action plans, initiatives, incentives and the likes that impact the company and the client (and its customers).
Raise agent and team concerns that impacts performance, pay, etc real time
Ensure timely cascade of updates/changes in actions plans, incentives, initiatives, policies, procedures, etc to all agents.
Coordinate with the management team any event, exceptions, issues, etc as real time as possible that will impact (positively or negatively) or address Upgrade to see actual infoliver, at the least, minimum performance requirements set by the company and/or the client.
Continuously improve team performance on all key performance indicators both on a weekly and monthly basis set by the company and the client.
Identify performance gaps both on an agent and team level that is impacting.