Edward Ross S.

Managed the flow of day-to-day operations, agents attendance and Ops floor activities. For Quality Assurance purposes, listened to call recordings, and gave immediate coaching and feedback. Also monitored and appraised individual team member performances, as well as, providing additional training that any of my team members needed. Took escalated calls, and had clearance to approve reasonable customer requests. Also did back-office work to contact other departments to facilitate and get updates, regarding escalated customer concerns, requests, and their resolutions. Created weekly and monthly reports to update the company on the team's performance, compliance to account guidelines and metrics, and distributed reports to the appropriate department and/or personnel.

Handled inbound & made outbound customer service calls for products & account information. Provided customers basic trouble-shooting steps to resolve VOIP Telephony connection over the phone, and provided call routing programming with customer specifications. Also gave over-the-phone crash course instruction and walk-through in navigating customer program user interface. Also handled billing inquiries.