marvin viray

I worked with Microsoft for 4 years as a Technical Supervisor, we troubleshoot computers and Microsoft windows operating system, we also provide customer solidification experience to all callers across United States and Canada. I also supervise a group of agents, I do action plan to all agents who is not meeting their KPI.

Duties and Responsibilities

•Managing 1 team with 11 agents in terms of Csat scores.
•Conduct one on one Coaching Session with Agents to help them improve their performance in terms of sales and Csat Strategies and Techniques.
•Listen to Calls (Live and Recorded) to find out if how Agents position a Sale and how they will be coached to improve their Csat performance based on their behaviors and strategies on each and every call.
•Making sure that each and every Agent is meeting their Sales Target such as Sales Conversion and Average Order Value.
•Comes up with some Action Plans using different types of Data Analysis like Pareto, ABC, RCA, etc.
•Conduct Huddles to discuss the team Performance per Team and how to overcome challenges.
•Attend Weekly Client Meeting.
•Reports to the Account manager and Sales Manager on Sales Performance and Update, and Action Plans needed to improve and increase the performance of the L.O.B.
•Creates Monthly, Weekly, Daily and Hourly Reports to find out if how the L.O.B, Teams and Agents perform and to see as well if there is progression or regression so Action plans will be made and implemented.