Kristine Lastierre

Team Leader / Customer Service

Monitors team attendance and daily productivity

Runs KPI Report and Provides Feedback

Sends a daily report to the management

Distributes daily task to all team members

Answers Escalation Chat/Email and Calls.

One on one coaching to team members with low stats

Creates Action plan to improve the team’s performance

Cascades all updates to all team members and makes sure that they comply with it.

Does QA to all team members and provide feedback

Trains Newly hire agents and assist them on their transition to production

Manages Social Media Accounts such as IG, Facebook and Twitter

Customer Service / Data entry

Assist customers through chat/ email and phone

Provides First Call Resolution

Patiently understanding and actively listening to customer’s issue

Documents all customer interaction

Process orders and worked on cancellation if needed

Tracks orders and worked on returns and exchange

Assist customers for billing inquiries

Provides product information

Delivers Excellent Customer Service

Calms down irate and angry customers

Can work in a fast pace environment

Tools that I have used on my previous work

Google Apps (Gmail, Google sheets, Excell, Docs, etc)

Skype

Slack

Zendesk

Gorgias

Shopify ( basic knowledge)

Intercom

Support Center

Zoom

CRM tools

Adobe Photoshop (Basic Knowledge)

Microsoft Office

Skills

Dropshipping

Customer Service

Technical Support

Data Entry

Employee Management

Order Entry

Telemarketing

Appointment Setting