DENVER MARK BALAS

• Team Management over 90 plus headcount:

Supervise and lead multiple teams of BPO agents, team leaders, and support staff.

Set performance expectations, KPIs, and SLAs for teams and individuals.

Conduct regular team meetings to communicate updates, strategies, and objectives.

• Performance Monitoring to hit goal:

Monitor and analyze team and individual performance metrics and take corrective actions as needed.

Implement performance improvement plans and provide coaching and feedback to enhance team performance.

• Process Optimization:

Continuously evaluate and refine operational processes to improve efficiency and productivity.

Identify bottlenecks, inefficiencies, and areas for automation or streamlining.

• Client Relationship Management:

Build and maintain strong relationships with clients or client representatives.

Ensure client satisfaction by meeting or exceeding service level agreements (SLAs) and addressing client concerns promptly.

• Quality Assurance:

Establish and maintain quality control measures to ensure services meet or exceed quality standards.

Conduct regular quality audits and provide feedback for process improvement.

• Resource Allocation:

Manage resource allocation, including staffing, equipment, and technology requirements.

Ensure proper utilization of resources to meet operational goals.

• Reporting and Analytics:

Generate and analyze reports related to operational performance, including productivity, cost, and quality.

Use data-driven insights to make informed decisions and implement process enhancements.

• Compliance and Risk Management:

Ensure compliance with industry regulations, company policies, and client requirements.

Identify and mitigate risks that may impact operations.

• Training and Development:

Develop and implement training programs to enhance the skills and knowledge of staff.

Ensure that teams are up-to-date on industry trends, best practices, and relevant technologies.

• Escalation Handling:

Address critical issues, client escalations, or complex problems that require senior management intervention.

• Continuous Improvement:

Foster a culture of continuous improvement within the organization.

Encourage teams to suggest and implement changes that drive efficiency and effectiveness.

• Budget Management:

Prepare and manage operational budgets, including cost control and budget adherence.

Optimize spending while maintaining service quality.

• Technology and Infrastructure Management:

Oversee the maintenance and upgrading of technology and infrastructure necessary for operations.

Ensure that systems and tools are reliable and up-to-date.

• Crisis Management:

Develop and implement crisis management plans to handle emergencies or critical situations.

Ensure business continuity during unforeseen events.

• Employee Engagement and Development:

Promote a positive work culture and employee engagement through recognition, rewards, and opportunities for growth.

Mentor and develop team leaders and key personnel for future leadership roles.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Devised processes to boost long-term business success and increase profit levels.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines

• Team Management:

Supervise, lead, and motivate a team of BPO agents or associates.

Set clear performance expectations and goals for team members.

Conduct regular team meetings to communicate updates, and expectations, and provide feedback.

• Performance Monitoring:

Monitor individual and team performance by tracking key performance indicators (KPIs) and service level agreements (SLAs).

Identify areas where team members may require additional training or support.

• Training and Development:

Provide training and coaching to team members to improve their skills and knowledge.

Ensure that team members are up-to-date on industry trends, company policies, and procedures.

• Workflow Management:

Allocate tasks and responsibilities among team members effectively.

Ensure that workloads are evenly distributed to meet deadlines and targets.

• Quality Assurance:

Implement quality control measures to maintain service quality and compliance with client requirements.

Conduct regular quality checks or audits of team members' work.

• Problem Solving:

Assist team members in resolving complex customer issues or escalations.

Offer guidance on effective problem-solving techniques and customer handling.

• Communication:

Serve as a bridge between upper management and front-line team members, relaying information, updates, and feedback.

Foster open and transparent communication within team.

• Reporting:

Generate and analyze reports related to team performance, productivity, and efficiency.

Provide reports and updates to higher management on team achievements and challenges.

• Conflict Resolution:

Mediate conflicts and disputes among team members.

Address issues promptly to maintain positive work environment.

• Client Interaction:

Maintain a strong working relationship with the client or client representatives.

Address client concerns, requests, and feedback effectively.

• Innovation and Process Improvement:

Identify areas for process improvement and efficiency within the team's workflow.

Suggest and implement changes to enhance team performance.

• Compliance:

Ensure that team members adhere to company policies, client requirements, and industry regulations.

Conduct regular compliance audits as needed.

• Risk Management:

Identify and mitigate risks that may impact the team's ability to meet targets and objectives.

• Crisis Management:

Be prepared to handle emergencies or critical situations that may arise in the BPO operation.

• Employee Engagement:

Foster a positive work culture and engage team members through recognition, rewards, and opportunities for growth.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted with updating technical support best practices for use by team.
• Monitored systems in operation and quickly troubleshot errors.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Configured hardware and granted system permissions to new employees.
• Documented support interactions for future reference.
• Customer Support: Respond to customer inquiries, issues, or requests via phone, email, chat, or other communication channels. Provide timely and accurate information, guidance, and troubleshooting assistance to resolve technical problems or answer questions.
• Technical Troubleshooting: Diagnose and identify technical issues by asking probing questions and using problem-solving techniques. Offer step-by-step instructions to customers for resolving technical problems, including software configuration, hardware setup, and network issues.
• Knowledge of Products/Services: Maintain deep understanding of company's products, services, or software to effectively address customer queries. Stay updated on product updates, features, and technical specifications.
• Documentation: Record and document customer interactions, issues, and resolutions in customer relationship management (CRM) system. Create and update knowledge base articles to assist both customers and colleagues.
• Escalation Handling: Determine when issue needs to be escalated to higher-level technical support or other departments within company. Communicate effectively with higher-level support teams to ensure prompt resolution of complex issues.
• Customer Education: Educate customers on use of products or services, including software features and best practices. Provide training or guidance as needed to help customers maximize value of their purchases.
• Quality Assurance: Follow established procedures and guidelines to maintain service quality and adhere to service level agreements (SLAs). Participate in quality assurance and feedback sessions to improve performance.
• Feedback and Reporting: Gather and relay customer feedback, concerns, and suggestions to relevant departments for product or service improvement. Generate regular reports on technical support activities and customer satisfaction metrics.
• Continuous Learning: Stay updated on industry trends, technological advancements, and changes in company's products or services. Attend training sessions and workshops to enhance technical knowledge and customer service skills.
• Multitasking and Time Management: Efficiently manage multiple customer inquiries and issues simultaneously, prioritizing tasks based on urgency and complexity.
• Compliance and Security: Adhere to data security and compliance standards, especially when dealing with sensitive customer information.

• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
• Bussed tables during busy periods to assist staff and quickly turn over tables.
• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Used cash registers and credit card machines to cash out customers.
• Maintained customer satisfaction by clarifying questions about orders and specialty items.
• Greeted new customers, discussed specials, and took drink orders.
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
• Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
• Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
• Responsible for maintaining overall quality and efficiency of restaurant's operations while ensuring that customers receive exceptional service. Effective communication, leadership, and problem-solving skills are essential for success in this role.
• Supervise and coordinate work of restaurant staff, including servers, host/hostesses, and bust persons.
• Train new employees, provide guidance, and conduct performance evaluations.
• Create and maintain staff schedules to ensure adequate coverage during peak hours and special events.

• Listened to clients and introduced solutions to satisfy business and personal needs.
• Increased sales and customer satisfaction through personalized servicing.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Logged reports, expenses, receipts, and sales in company database.
• Provided product benefits and advantages and discussed pricing with interested parties.
• Asked open-ended questions to determine needs and assisted customers in selecting appropriate merchandise.
• Collaborated with cross-functional teams to identify and address customer needs