Steven Rodrigues

Customer Services Representative /Technical Support-

>Attending calls on billing and technical support
>Ensuring all client metrics are adhered to along with case documentation.
>Ensuring promised follow ups are done in a timely manner.
Training Team (Level 1) -

>Shadowing other trainers on product knowledge sessions
>Training new hire consultants on the process
>Conducting floor refresher sessions for low performing teams
>Report generations
>Conducting quarterly CETs for all the consultants new hire and tenured.
>Mock call sessions with consultants that need extra support.
>Handling the nesting process (On The Job Training) and taking supervisor calls/callback.
Senior Quality Analyst-

>Auditing calls and ensuring the specified parameters are followed.
>Coaching consultants on the how to improve on specified parameters
>Highlighting any red flag instances that need to be addressed by the Service Delivery Team.
>Weekly and monthly calibration calls with clients and other off shore sites along with brainstorming session on how to improve the process.
>Training session conducted with new hire consultants on understanding the required quality parameters.
>Well versed with Nice Call Monitoring systems/Verint