Cheenie Luchavez

• Manage a high volume of incoming calls while producing sales leads and providing technical resolutions.
• Assess customer needs to ensure satisfaction and establish trust through effective communication.
• Utilize appropriate techniques and resources to manage customer accounts and provide reliable information.
• Achieve sales targets for the team and meet call handling quotas while addressing customer complaints or inquiries.
• Maintain accurate documentation and call logs, adhering to communication protocols, and going the extra mile to engage customers.

Software Proficiency:

· CRM Software (Salesforce, PegaSystem) - Managed and analyzed customer interactions and data throughout the customer lifecycle, aiming to improve relationships, enhance customer satisfaction, and drive sales growth.

· OPUS, Hubspot, DPI Tool, SIMPL – Made adjustments on the customer’s bill, packages or subscriptions.

• Regularly assess recorded calls to ensure compliance with company standards using evaluation forms scoring predetermined criteria.
• Monitor agents’ dialing behavior through spot-checks to establish quality measurements for performance tracking and improvement.
• Provide constructive feedback and conduct one-on-one sessions with agents to discuss evaluation results and improvement strategies.
• Collaborate with management to define quality metrics and assist in creating and maintaining quality assurance standards and procedures.
• Prepare reports on quality metrics and trends while promoting teamwork and communication across departments to enhance service quality and ensure compliance with regulations.

Software Proficiency:

· QA Software (Agent Scoring Tools) - Monitored and analyzed performance data for quality assessment.

· CATI Director – Facilitated data collection, survey management, and efficient call center workflows.

· Slack and Teams – Assisted communication, file sharing, and project management within teams through chat, video calls, and integration with various apps.

Outlook – Used to send and receive emails, manage calendars, tasks, and contacts.

• Oversee the daily production team operations while ensuring compliance with quality standards.
• Provide training, supervision, and support to team members to cultivate a positive work environment.
• Conduct regular inspections and audits to identify improvement areas and address quality issues promptly.
• Analyze production metrics and prepare reports for upper management to enhance processes and drive efficiency.
• Facilitate effective communication among team members and liaise with project managers and clients to meet project requirements.

Software Proficiency:

· CATI Director – Facilitated data collection, survey management, and efficient call center workflows.

· CATI Tools like Interviewer Tool – Organized telephone surveys by enabling interviewers to efficiently conduct interviews, record responses, and manage data in real-time.

· Slack and Teams – Assisted communication, file sharing, and project management within teams through chat, video calls, and integration with various apps.

· Outlook – Used to send and receive emails, manage calendars, tasks, and contacts.

• Conduct a wide range of surveys, including political and non-political topics like customer service satisfaction and healthcare awareness, primarily over the phone.
• Engage with respondents in the US, following a scripted format to ensure consistency and quality in survey delivery.
• Accurately code and record respondents' answers, emphasizing precision in data handling during the survey process.
• Utilize a Computer-Aided Telephone Interviewing (CATI) system for efficient and effective data collection.
• Maintain a high production rate while ensuring the quality of survey results through diligent respondent interaction.

Software Proficiency:

CATI Tools like Interviewer Tool – Facilitated telephone surveys by enabling interviewers to efficiently conduct interviews, record responses, and manage data in real-time.

• Respond promptly to customer inquiries via phone, chat, or support tickets, acting as a friendly and professional first point of contact for technical assistance.
• Analyze and troubleshoot reported technical problems using diagnostic tools, gathering necessary information from customers to determine suitable solutions.
• Document all customer interactions and resolutions in a CRM, ticketing system, ensuring clarity on issues reported and steps taken.
• Educate customers on best practices and system features while providing step-by-step guidance during setup and installation processes.
• Maintain high customer satisfaction by resolving complaints professionally, following up on escalated issues, and sharing insights with team members to enhance support strategies.

Software Proficiency:

· Help Desk Software (e.g., Freshdesk, Jira): Managed support tickets and tracked ticket resolution times.

· Remote Access Tools (TeamViewer): Assisted clients by remotely troubleshooting issues.

• Conduct personalized tutorial sessions for students aged 8–15, focusing on reviewing classroom topics and assignments.
• Support students with various academic tasks like homework, projects, test preparation, and research activities.
• Collaborate with students to clarify key concepts learned in class and enhance their understanding.
• Teach strategies to boost academic performance, including effective study techniques and test-taking approaches.
• Foster connections with students of diverse backgrounds while providing progress updates to their parents and teachers.

Software Proficiency:

· Productivity Tools (e.g., Microsoft Office, Google Docs): Created instructional materials and tracked student progress.