Vladimir Montero

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

As a QA I was responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. Prepares and analyzes internal and external quality reports for management staff review. Working together with operation team leaders/supervisors, to ensure our agents follow company's polciy and proving and excellent cusgtomer service on every call.

As a customer service rep, my duties were to assist customer inquiries over the phone and resolve customer issues they were presenting with our products