Sydney Menchavez

Oversees five or more Supervisors handling twenty agents each. Responsible for identifying best practices in developing/enhancing individual skills.

Provides Training, Coaching and Counseling to the Supervisors and customer service representatives.

Coordinates with the Support Group, develops policies and procedures, maintaining quality level of performance to meet the operations and business needs.

Also known as Customer Experience Supervisor, overseeing 7-10 Customer Experience Analysts handling 30 agents each and supporting three Training Supervisors who oversee a total of 20 Trainers.

Providing support in terms of overseeing on-the-job coaching, developing educational material and organizing training sessions for new hires, developing skills, knowledge and endorse quality representatives to operations.

Responsible in identifying opportunities for achieving high levels of positive customer experience, supporting the site management team and leading the process and quality efforts.

Oversees all aspects of quality assurance through call monitoring and data analysis.

Provide coaching, training and development to customer service representatives.

Educate agents, supervisors and managers on Quality Assurance process.

Provides recommendations related to the product and processes for improvement.

Provides support to operations.

Gives assistance to the customer service representatives in terms of their confusions and technical concerns.

Provides additional knowledge to the representatives that helped them in providing better assistance to their customers.

Provides flyby coaching to the representatives related to the high level opportunities ensuring that everyone is aligned in terms of the product updates.

Responsible in assisting the subscriber' of one of America’s largest cellular prepaid provider in terms of activating the phone, adding airtime to their handset, troubleshooting the technical issues with the customer's phone and giving information to customers and/or potential customers regarding the company’s products and services.

Provides one call resolution to customer’s technical issues.

Receives supervisory and escalated calls from Tier 1 Technical Support Representatives.

Assists customers and/or other representatives on issues that require advanced technical troubleshooting.