Ma Patrocinio Zapanta

Monitor agent status in real-time

Monitors inbound operations to ensure optimal staffing levels

Evaluate adherence and take immediate action to improve performance Facilitates real-time discussions with necessary stakeholders

Use trends and reports to forecast requirements

Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.

Maintaining Agents schedule to mitigate staffing requirement

Plotting offline training

Vacation and Sick leave plotting

Tools Used:

Genesys

IEX

Asked customers targeted questions throughout troubleshooting to determine smart solutions

Helped customers set up new systems, applications and software.

Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.

Recommended products to customers, thoroughly explaining details.

Handled customer inquiries and suggestions courteously and professionally.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Assisted customers with product-related questions, feedback and complaints

Maximized customer satisfaction by resolving service issues promptly Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements

Addressed customer service enquires quickly and accurately.

Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Provided clear and concise step-by-step technical support to guide clients Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations

Asked customers targeted questions throughout troubleshooting to determine smart solutions

Entered comments to control system operation, verify functionality and detect errors

Resolved service user requests within target timeframes.