Michelle Rivera

WORK EXPERIENCE 2020 NATIONAL DEBT RELIEF LLC Quality Assurance Analyst/Assistant Team Lead Call Monitoring. Review and audit the sales agent’s phone or email interaction with the customer. Ensured agents follow the company guidelines and procedures. Identified the agent's area of improvement. Provides evaluation feedback to agent behaviors, sales performance, and customer experience are achieved. Provided input in improving internal processes MICHELLE RIVERA VIRTUAL ASSISTANT Training and Coaching. Monitored QA team member productivity and audit accuracy. Crosstrained team members in other department processes. Facilitated calibration/ sessions regarding the process updates or changes. 2013 Hardworking and a self-motivated individual with over 4 years of experience in fast-paced customer service and call center environments. Reliable quality analyst who has ability to organize, prioritize and work extreme pressure, heavy workload, and deadlines Conflict Resolution Excellent Communication Skills Troubleshooting Service and Support Strong Work Ethic Great Attention to Detail CONTACT (-- CRISHEN’S CONTACT CENTER Makes outbound calls to prospect. Handled incoming calls from prospects inquiring about the program. Follow up with leads who have contacted in the past. Conduct initial qualification of leads based on brief phone discussion. Set appointments for qualified leads. Use Salesforce.com to capture information about the leads. ABOUT HIGHLIGHTED SKILLS TELEMARKETER EDUCATION 2007 AMA COMPUTER LEARNING CENTER ASSOCIATE DEGREE IN INTERNET TECHNOLOGY ACCOMPLISHMENT Top Performer as Quality Assurance Analyst. Certificate of Recognition as Top Performer of the Month for Debt Settlement Campaign. Certificate of Recognition as Top Agent of the Month for Health Insurance Campaign. Most Improved Agent of the Month. Perfect Attendance.