Raymond

1. Responsible for providing advanced level support to users in PC, servers, network and hardware. 2. Provide remote technical guidance, assistance, coordination and monitoring of customer questions about problems or malfunction of related problems Mac OS and Windows Software. 3. Mentor and supervisor of technicians. 4. Identification of potential errors at the Software level, after an update, also send the report to the engineers department and work with it to find a solution. 5. Generate reports based on the metrics and performance of other advisors. 6. Back Office Advisor working for reassigned cases.

1. Responsible of manage the performance in metrics of 20+ agents 2. In charge of create Coaching Sessions based in performance and other areas (approach, HR guideline, Company process) all sessions documented via UltimateCSR website 3. Generate reports based in agents schedule, metrics, and performance. 4. Provide feedback session based in the surveys received by customers 5. Payroll of 40+ agents at week 6. Implement new ways about teach about customer service skills and product knowledge 7. In charge of all administrative area for the agents and request approvals (Schedule changes, vacation request, LOA and VTO times, Creation of Disciplinary actions based in performance, attendance, attitude, lack of process, resignation and attrition process) 9. Skillful for use different portals to access data or reports 10. Advance Excel skills 11. Excellent handling confidence in teams 12. In charge of weekly huddles and meetings to report all news to agents and new procedures

1. Responsible for completing documents related to customs. 2. Review details of Pro-formas and Commercial Invoices for international customs. 3. In charge of excel files that report the data needed to be processed in the day.

1. Responsible to provide support to the employees all around the US. 2. Review payment details and also deductions in Weekly, Bi-Weekly and Monthly payment cycles. 3. Escalation of reports about corrections in the schedule or reporting absences. 4. Log information into the system explaining why the contact was made. 5. Handling cases as a back office agent also providing calls for follow up.