Crislan Pio Montes

• Creates Business Reviews highlighting top impacting KPIs, top impacting behaviors, rootcauses and recommendations.
• Participates and initiates process improvement initiatives.
• Conducts calibration initiatives.
• Creates a reporting mechanism on all KPIs to track and monitor performance.

Accomplishments:

• Created the Mining form for our VCS-Colombia site to help Identify gaps in negative surveys.
• Initiated the Mining Calibration process for VCS-India and VCS-Colombia sites.
• Created Mining Analysis to help identify impacting behavior concerning DSV, FireTV and AV product lines.

• Leading and developing a team of 15-20 associates; responsible for the overall performance management, coordination and evaluation of the team
• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution
• Mentoring to new managers and as well as employees with high growth potential
• Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site: Performance Related Pay and transportation are two examples.
• Communicating policies to associates as the primary information source for staff
• Ensure compliance and consistency; corrective action and documentation

Accomplishments:

• Created the RAP mining form for Team Managers to use in auditing negative surveys to help coach agents.
• Initiated the calibration process to ensure TMs are calibrated in using the mining form.
• Created a coaching framework for newly promoted Team Managers to guide them in the coaching process.
• Created AHT improvement plan to address outlier performances through spearheading of assessments and refresher trainings.

Ø Monitor Claims Officers on a daily basis and enter call specific data into QA application to assure that proper procedures and protocols are followed.

Ø Provides qualitative analysis on available data and quality reports.

Ø Publish center-level and team-level quality reports.

Ø Provides clear and concise feedback of Claims Officers monitoring session to Team Managers to improve quality process and overall customer satisfaction.

Ø Conducts quality Training when needed.

Ø Provides necessary support to operations during critical times.

Ø Serve as a subject matter expert in the area of quality standards.

Ø Support the development of new quality assurance programs and quality initiatives on an ongoing basis. Plan and implement methods to improve overall call and quality standards.

Ø Coaches team members on their weekly performance and establishing action plans to help achieve their key metrics.

Ø Supervise a team of Customer Care Chat Representatives in the optimal execution of call center operations activities (i.e. taking chats, addressing customer issues and placing orders).

Ø Coaches team members on their weekly performance and establishing action plans to help achieve their key metrics.

Ø Conducts a daily quality audit on the CSA’s customer interaction to ensure policy and procedures are followed and proper call handling is practiced.

Ø Works with other Customer Care Supervisors, Operation Managers and Clients in addressing concerns and problems faced by the program.

Ø Weekly Performance Reviews on team performance and Outlier trends

Ø Prepares and submit reports on team’s performance to operations manager.

Ø Issuing of disciplinary memos to CSRs to ensure that each member of the team demonstrates proper decorum.

Ø Facilitates chat calibrations sessions and post team huddles to ensure CSRs are calibrated with changes and updates.

Ø Acts as an Engagement POC by coming up with activities and incentive schemes.

Ø Supervises the Quality Team in performing Quality tasks.

Ø Quality POC for the site for Quality Updates from Vendor Partners and Clients.

• Ø Supervise a team of Customer Service Associates in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues and placing orders).
• Ø Coaches team members on their weekly performance and establishing action plans to help achieve their key metrics.
• Conducts a daily quality audit on the CSA’s customer interaction to ensure policy and procedures are followed and proper call handling is practiced.
• Works with other Unit Managers, Operation Managers and Clients in addressing concerns and problems faced by the program.
• Manages the queue and controls abandoned calls by utilizing available resources and tools (i.e. CMS, AHT and hold time).
• Prepares and submit reports on team’s performance to operations manager.
• Issuing of disciplinary memos to CSAs to ensure that each member of the team demonstrates proper decorum.
• Facilitates call listening sessions and post team huddles to ensure CSA are calibrated with changes and updates.

Accomplishments:

• Created a certification program for New Hires to ensure preparedness in cross selling products and services.
• Created a feedback form, to help Team Leaders perform their random call monitors.
• Created engagement plans to the program to ensure a balance of work and leisure.

Ø Determine whether the agents maintain an acceptable level of contact handling through monitoring and test contact evaluation.

Ø Report contact handling performance and statistics through weekly and monthly reports submitted to the Quality Assurance Supervisor.

Ø Randomly monitor calls to ensure Client/Convergys’ standards are maintained.

Ø Prepare performance evaluations documenting contact-handling procedures.

Ø Coach and mentor agents on their strengths and weaknesses.

Ø Facilitates and attends quality talks, calibration sessions and refreshers.

Ø Conducts mock call certification to new hire agents.

Ø Takes customer and escalation calls when needed.

• Listen to customer complaints and understand the issue.
• Offer appropriate solutions or compensation, such as refunds or replacements.
• Escalate complex issues to a supervisor or specialized team.
• Troubleshoot common technical issues with products or services.
• Guide customers through setup, installation, or usage instructions.
• Escalate technical issues that require advanced support.
• Suggest products or services based on customer needs and preferences.
• Inform customers about ongoing promotions, discounts, or new arrivals.
• Enter and update customer information in the company database.