Ken Funtera

- Handles a dedicated portfolio of high profile clients from the US and Latin America region
- Liaises directly with investor relations officers, IR firms, and C-level executives from publicly listed companies in delivering their corporate events
- Responsible for onboarding/kickoff calls and platform training with clients
- Delivers audio and video webcasts for quarterly earnings calls, investor day, and M&As
- Assist in troubleshooting webcast and teleconference related issues, and providing post mortem analysis
- Provides support for processes and operations activities for clients based in the US and Latin America
- Gathers and summarizes post event deliverables

• Provide support for a team of 12 Spanish bilinguals in meeting and maintaining KPIs, such as CSAT, AHT, FCR, and accuracy in observing call processes
• Assist in handling escalation calls and conducting investigations with the aim of providing definitive resolution to customer complaints
• Evaluate and audit the quality of team members' calls and provide feedback on their performance

• Handled an average of 50-60 calls daily, providing resolution to customer concerns related to fraud and claims

• Utilized exceptional interpersonal skills in deescalating customer complaints, observing a discipline in FCR approach which positively helped the campaign in building customers' trust and lessen business churn

• Maintained a score 91% in KPIs for 6 months straight, prompting promotion to SME and QA for the Spanish team after half a year on the job as an agent

• Provide technical support to customers in troubleshooting issues related to their internet, cable, and phone services

• Campaign top seller for 8 months straight, shortly prior to leaving the company

• Was endorsed to step up as a trainer by one of the campaign's Team Supervisor

• Assisted clients in selecting the properties/hotel rooms that will best fit their needs and budget

• Provide accurate description of property amenities, booking terms and conditions, as well as directions