Richardson Solsona

RICHARDSON SOLSONA PROFESSIONAL PROFILE CONTACT-- SKILLS Planning Time Management Leadership Eloquent Problem Solving I am a growth seeker with 7+ years of experience in customer and technical support from a BPO company as well as freelance. Creative, sharp-minded person with leadership & coaching skills. Strong time-management skills and work ethic. Tasks- and results-driven. WORK EXPERIENCE Mentor - Freelance October 2021 - Present Community captain twice overseeing community level (similar to cluster) performance, challenges and key actions. Overall community insights lead during weekly community performance readout. Regional POC for roster validation. Spearheaded initiatives to improve customer experience such as Mentor upskilling, call flow/QA enhancement, etc. EDUCATION Assistant Contact Center Manager - Teleperformance 2012 - 2015 Access Computer College B.S. Information Technology January 2021 to October 2021 Led a team of 8 supervisors and roughly 100 agents providing technical support via the Telco's social media. Beta tester for process improvement targeting customer experience specific to upskilling hybrid chat and voice support. REFERENCE Analyzes high level KPI and collaborates with the team to create Mac Glindro review with clients. performance wins, do better and actions taken during weekly business Creates weekly rewards and recognition as well as engagement activities - - Agents Only Ma. Frances Toledo- - Agents Only for top performing agents Team Leader - Teleperformance June 2018 to January 2021 Successfully led a team of 12 to 20 agents who piloted another line of business for an Australian Telco specific to upskilling technical support to billing and vice versa targeting transfer rate and ultimately, customer experience. Go to team whenever a process needs to be piloted. Creates weekly rewards and recognition as well as engagement activities for top performing agents