LAILA MARI LAPUZ

Queue Monitoring

Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction
Real Time Adherence
Executes plan real time according to the situation
Exception Reporting
Performs other duties as assigned.

Providing accurate and organized data, achieving error-free results, and performing well under pressure. I ensure data integrity and offer tailored solutions.

Encouraged team members to meet daily KPI targets in order to achieve the overall business goals. In addition to improving individual performance, this drive promoted a cooperative atmosphere where all members felt responsible for the group's accomplishments.

Handled high volume of inbound, interacted with a wide range of individuals and handled their concerns in a way that is effective and efficient.