Carygne Shayne Subiate

Led daily contact center operations, managed team performance, analyzed operational and sales metrics, implemented performance improvement strategies, ensured quality and compliance, managed staffing and service levels, and collaborated with cross-functional teams to meet client, customer experience, and business objectives.

Oversees and manages a team to ensure that they are performing effectively and satisfied in their role. Providing support and guidance to agents and Identifying development needs. Skilled in reinforcing quality and compliance standards while helping teams improve product knowledge and customer experience. Completed CTRW(Coaching The Results Way) and Leadership Fundamental Training strengthening operational knowledge and leadership capabilities.

Resolved complex customer issues, providing accurate guidance on policies, procedures, and account inquiries.

Coached frontline agents on call handling, documentation standards, and issue resolution best practices.

Escalated sensitive cases to appropriate teams while maintaining service quality and compliance requirements.

Delivered exceptional customer support through phone by resolving inquiries, addressing concerns and selling products and services. Maintained high customer satisfaction by demonstrating strong communication, problem solving and product knowledge while meeting quality standards, key performance indicators and service level agreement.

Strong negotiation and sales skills, with the confidence to engage existing customers and new customers, recommend product upgrades and renewals, and identify upselling opportunities.

Negotiating with the client and selling the product to the customer and the confidence to do so. Involves calling existing customers to recommend product upgrades, renewals and upselling opportunities.