Cheenie Luchavez

• Served as primary point of contact for North American and UK customers across phone, chat, and email channels, providing expert support on orders, payments, products, digital devices, and website navigation.
• Delivered exceptional customer service by accurately addressing inquiries related to product details, order status, returns, and account management, ensuring clarity, and customer satisfaction.
• Utilized internal research tools to troubleshoot and resolve technical issues with Amazon devices (Kindle, Echo), and digital services, proactively preventing recurring problems.
• Guided customers through website navigation, including account settings, subscriptions, and checkout processes, enhancing their user experience. Investigated and resolved complex customer concerns efficiently, employing problem-solving skills and internal resources to ensure positive outcomes.
• Implemented proactive measures to identify potential issues, reducing escalations, and improving overall customer satisfaction metrics.
• Maintained comprehensive documentation of interactions to facilitate continuous service improvements.

Tools: Amazon Chime, AC3 Tool, Outlook, Amazon Website, Amazon Shopping App, International Logistics & Courier Websites like UPS, USPS, FedEx, DHL, etc.

• Managed over 40 customer calls per day, generating sales leads through Salesforce, while providing technical support and resolutions.
• Assessed customer needs to ensure satisfaction, build trust, and foster positive relationships via effective communication.
• Leveraged CRM tools and techniques to accurately manage customer accounts, deliver reliable information, and facilitate seamless navigation of systems.
• Achieved and exceeded sales targets and call-handling quotas by efficiently resolving customer inquiries and complaints.
• Maintained detailed and accurate documentation of interactions, ensuring compliance with communication protocols and enabling continuous service improvement.
• Proactively engaged customers by going extra mile to enhance their experience and strengthen brand loyalty.

Tools: DPI Tool, CRM System, HubSpot, AWS, OPUS, Avaya Phone, SIMPL, Pega Systems, Excel, Jira Ticketing Tool

• Conducted regular reviews and assessments of recorded calls to ensure adherence to company standards and protocols, utilizing evaluation forms to score calls based on established criteria.
• Monitored agent performance through spot checks on dialing and call quality, generating metrics to track improvements and identify training needs.
• Delivered constructive feedback and coaching to agents based on evaluation outcomes, fostering continuous performance enhancement.
• Led one-on-one performance discussions, developing tailored strategies for individual improvement and skill development.
• Assisted in creating, updating, and maintaining quality assurance standards, procedures, and documentation to ensure consistency and compliance.
• Collaborated with management to define key quality metrics and performance indicators, supporting data-driven decision making.
• Prepared comprehensive reports on quality metrics, trends, and improvement opportunities to inform leadership and strategic planning.
• Worked cross-functionally to streamline processes, implement best practices, and standardize procedures across teams to enhance overall service quality.
• Ensured compliance with regulatory requirements and company policies during customer interactions, reviewing scripts and providing briefing notes for agents.
• Promoted culture of teamwork, open communication, and continuous improvement to elevate service standards.

Tools: CATI Tools, Grammarly, CATI Director, Agent Scoring Tools, Microsoft Teams

• Supervised daily operations of production team, ensuring adherence to quality standards and productivity goals.
• Provided guidance, training, and supervision to team members to foster skill development and maintain high performance levels.
• Promoted positive and collaborative work environment to enhance team morale and efficiency.
• Conducted regular inspections and audits of production processes to identify areas for improvement and ensure compliance with quality standards.
• Addressed quality issues promptly, implementing corrective actions to maintain operational excellence.
• Analyzed production metrics and performance data to optimize workflows, enhance efficiency, and achieve project targets.
• Prepared detailed reports on production goals, efficiency metrics, and quality trends for upper management review.
• Utilized surveying tools and techniques for accurate data collection and reporting to support decision-making.
• Coordinated with project managers, clients, and distribution teams to ensure project requirements and deadlines were met.
• Facilitated effective communication within team and across departments to streamline operations and resolve issues promptly.
• Managed survey projects, monitored progress, and ensured project milestones were achieved on time.
• Oversaw quota management, lead generation, and daily target achievement to meet organizational objectives.
• Identified potential risks and mitigation strategies, escalating issues as necessary to ensure smooth project execution.

Tools: CATI Tools, CATI Director, Microsoft Teams

• Conducted phone research interviews and surveys to gather qualitative data efficiently and accurately.
• Delivered scripted multiple-choice and open-ended questions on topics such as political and non-political surveys (customer service satisfaction, healthcare, awareness studies), and many more.
• Screened and selected potential respondents to ensure alignment with study criteria and quotas.
• Evaluated respondent responses to confirm suitability and adherence to research specifications.
• Recorded and entered respondent answers precisely into computer-aided telephone interviewing (CATI) system., maintaining data integrity.
• Maintained high productivity rate while ensuring quality and accuracy of collected data.

Tools: CATI Interviewer App, Microsoft Teams

• Managed over 40 customer calls per day. Responded promptly to customer inquiries via phone, chat, or support tickets, acting as friendly and professional first point of contact for technical assistance.
• Analyzed and troubleshoot reported technical problems using diagnostic tools, gathering necessary information from customers to determine suitable solutions.
• Documented all customer interactions and resolutions in CRM, ticketing system, ensuring clarity on issues reported and steps taken.
• Educated customers on best practices and system features, while providing step-by-step guidance during setup and installation processes.
• Maintained high customer satisfaction by resolving complaints professionally, following up on escalated issues, and sharing insights with team members to enhance support strategies.

Tools: Jira Ticketing Tool, CRM System, Avaya, Zoho