Logan

As a customer service agent in the Registration & Activation department of the company Autodesk. After working 3 months with regular accounts, I was promoted to work with Premier clients. This accounts were more challenging since this type of customers had a higher importance to the company. As a Quality Analyst Assurance. Monitored chats in order to confirm if the agents were following the correct structure and providing the best customer service. Coached and mentored the agents depending on their performance and their individual goals. 7 months as a Supervisor. In charge of several agents and need to follow up with every behavior that is found in each one of them in order to correct it. This will help the agents to improve their metrics. Analyze the customer surveys that the agents receive during the day. Analyze each survey and help to find the root cause. Also perform administrative work such as requests for vacations, change of days off, update reports, warnings, returns

Order Release Analyst consists in reviewing orders that are entered and get on hold. The reasons why the orders get held are because the customer exceeds their credit limit or have past due invoices. Once order is on hold I proceed to notify the Collections team via email or Office Team’s chat to get the payment information that will help us to normalize the credit limit and get the past dues paid. If we don’t receive a response from the customer confirming the payment, I proceed to contact the Credit Analyst to get his approval or decision to keep the order on hold until further notice. During these steps I need to maintain a very good communication with several teams inside Cargill to get the process going, such as Collections and Credit based in Costa Rica, Sales team and General Managers both based in United States. As well talking with the Business Unit in the monthly meetings to provide an update of how the process is going or if there is something that needs to be modified.