John Renante Diesma

Mentoring and Coaching

Provides strategic coaching to agents on the floor, serving as the primary point of escalation for client-specific concerns and acting as a backup in the absence of Subject Matter Experts. Maintains a high level of proficiency in client services, policies, and operational procedures. Ensures the timely, accurate, and consistent dissemination of critical updates to agents. Facilitates the distribution of client-specific information and offers clarifications and guidelines to enhance agents’ expertise in managing diverse customer interactions.

Team Management

Exercises comprehensive supervisory responsibilities over all agents within the team, overseeing their performance in alignment with established productivity, competence, and quality benchmarks. Delivers precise, weekly performance evaluations and collaborates with agents to achieve their developmental objectives and performance targets. Conducts formal performance assessments to foster professional growth and operational excellence.

Coordination with Operations and Management Support

Engages in strategic collaboration with operations support and management to streamline workflow processes, ensure alignment with corporate directives, and optimize performance across all operational levels.

• Mentoring and Coaching - Serves a coach to the agents on the floor and acts as a first point of escalation for client specific issues. Serve as a backup point of escalation when Subject Matter Experts are not available. Maintains a high level of proficiency with regards to Clients services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the agents. Disseminate client specific information. Provide clarifications and guidelines to enhance agents understanding and competence relative to client specific information and handling different customer transactions.
• Team Management - Supervise all agents within the team. Monitors the agents performance on the floor according to productivity competence and quality standards and targets. Provides weekly specific performance feedback. Works with the agents to achieve development objectives and performance targets. Conducts performance appraisals for team members.
• Coordination with Operations Support Management Support

• Spirit Airlines Reservation- Inbound Account
• Home Shopping Network Account Inbound Sales

• Company Overview: Licensee: Orange Julius of America
• Licensee: Orange Julius of America