• Leads and supports the execution of key business strategies by employing the Technology, Analytics and Process Excellence (TAP) processes for Operations and teams within the internal Teleperformance infrastructure
• Conducts hands on evaluations and data analysis, comprehensive read outs and solution-based
Conversations and recommendations as preparation for execution
• Applies the DMAIC approach in leading change management activities and leverages processes and tools to support the changes required by the project/ initiative
• Collaborate across accounts and verticals to resolve key business issues in areas such as performance measures, client profitability, technology solutions, process improvements and change/culture management
• Disciplined in process mapping, process excellence and data driven analysis
• Mentoring and training new hires to become a customer service, billing and sales expert
• Creating client materials that we use to cascade updates to our agents
• Creating assessments to measure the success of the cascaded information to agents
• Attending Client meetings when being asked by my manager as a senior trainer to represent training Team
• Conducting Coaching to identify Root Cause of the problem focusing on performance of the agent/s.
• Conducting Data analysis in identifying problems to provide a long term and effective solution.
• Certifying agents prior in endorsing them to operations
• Expert in handling face to face or virtual Class
• Account expert for billing and sales Voice account for a year
• Account expert for billing and sales Chat support for a year
• Expert in reading bills
• Expert in transitioning the conversation into sales
• Expert in uncovering needs of customers by asking effective questions
• Expert in providing excellent customer service
