Angela Celis

• Increased client satisfaction by addressing concerns and providing customized solutions for their business needs.
• Enhanced cross-functional collaboration by communicating regularly with colleagues in various departments, sharing insights, and working together on projects.
• Organized successful trade shows and events showcasing company products, resulting in increased interest from prospective clients.
• Developed an in-depth understanding of industry trends, enabling better anticipation of client needs and staying ahead of competitors.
• Implemented creative marketing strategies that led to increased brand visibility and awareness among target customers.
• Monitored performance metrics closely to identify areas for improvement in account management processes.
• Provided exceptional customer service, consistently exceeding client expectations and fostering loyalty.
• Generated revenue growth by identifying upselling opportunities within the existing client base.

• Enhanced team productivity by implementing efficient project management strategies.
• Mentored junior team members, contributing to their professional growth and skill development.
• Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
• Remedied issues and conflicts among workers using negotiation and active listening.
• Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.

• Coaching the agents on their opportunities.
• Making sure agents understand and comply with policies and
procedures
• Provides feedback from time to time to agents.
• Monitoring their quartile performance.

• Ensuring agents understand and comply with call center objectives,
policies and performance standard.
• Answering agents questions regarding best practices or difficult calls.
• Monitoring and evaluating agents performance, providing learning or
coaching opportunities.
• Interacting and presenting performance update to clients in a
weekly/daily basis.

• Takes calls that agents cannot handle such as escalation call,
supervisor call or manager call.
• Encourage and motivate the agents through positive communication
and feedback.
• Helping supervisor admin task.

• • Answering customers queries about their account (billing,
  troubleshooting, offers/promotions)
  • Listens attentively to customers needs and concerns; demonstrates
  empathy
  • Provides feedback and makes recommendation on how to improve
  process, knowledge base, tool, product and training.