Jett Delon Mansueto

Regular Basis:

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes).
• Drives continuous improvement through trend reporting analysis and metrics management.
• Offers new ideas and suggestions for improvement.
  Identifies and implements new practices and processes that are “best in field".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100percent adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Ramps:

• Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Assists in maintaining and improving call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs.
• Assists in driving improvements in overall service levels, transactional efficiencies and cost management.
• Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customer service standards contributing information and analysis to organizational strategic plans and reviews.
• Assists in accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.

Regular Basis:

• Answer inbound calls and greet customers with energy and enthusiasm.
• Place outbound calls and communicate with energy and enthusiasm to customers.
• Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
• Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
• Meet department productivity and quality standards.
• Strive for first call resolution and take true ownership of customer needs and issues.
• Communicate and follow instructions for one call customer resolution.
• Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.
• Take an active role in educating customers about our clients products and services.

Ramps:

• Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class.
• Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and or Lectures).
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Drives continuous improvement through trend reporting analysis and metrics management.

• Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
• Maintained inventory count, tracked usage and documented variances.
• Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
• Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.