Mylar Alverne

Managed a retail account consist of 200 Customer Service Representatives and 10 Supervisors.

Manage supervisors that are responsible for cluster/ teams.

Ensured client communication, quality and contribution goals are met. Ensure that financial, metric and agent satisfaction goals are met; Provide training and development opportunities for supervisory team and agents

Regularly conducted supervisor team meetings to recognize strength , opportunities and action items.

Ensured seamless transition from Training to Operations.

Performed SKEP Coaching (Skills and Knowledge Enhancement Plan) to correct the trended behavior by identifying root cause and help agents hit their KPI’s and have a development plan for top performer.

Directed initiatives to improve work environment, company culture or overall business strategy.

Daily coaching sessions to ensure that client goal were met consistently. Prepared and presented daily, weekly, and monthly reports highlighting team stats, objectives, and progress • Monitored and discussed process update

Monitored incoming calls and provided feedback to 20 associates to improve quality of service.

Ensured overall team performance so as to maintain global competitiveness.

Maintained and established regular contact with AT &T Clients  Developed and consolidated skills of the team

Carried out daily coaching sessions so as to ensure overall quality of the services provided by the team

Closely monitored team performance based on their stats and developed corrective measures

Handled tier 2 customer service and sales oriented inbound calls for AT&T Southwest Consumer Bronze

Coordinated with various departments so as to provide solutions to customer issues.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services and company information.