Lorilen A.

• Customer Service Representative Handling Problems - Customer inquiries on accounts often involve some form of complaint that the customer service representative must handle in accordance with the company’s guidelines and policies. Assisting in Sales - Selling the Clients products and services. Clerical Tasks - involves answering telephone calls and making the appropriate transfers • Escalations Agent Handling Supervisory calls – Acting Supervisor Floorwalker – Answer queries of agents Escalation from Agents. Making follow up raised by agents Dealing with complicated accounts • Reports Analysts Apprentice Creating custom reporting software Input data and continually update the database Create reports needed by Operations (daily/weekly/monthly/yearly. Factor in all data and be able to spot patterns and trends. • Real Time Analysts Apprentice Monitor real-time adherence to schedules for call center associates. Manage associate call-in line and update schedules to reflect accurate intraday projections. Recommend overtime or downtime based on day of performance Provide day of impact analysis for outages, staffing shortages, and other unplanned events. Approve real-time request for offline events. Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices. Stay current on internal policies and procedures. Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests. Administration of intraday schedule changes. Perform other duties and assignments as directed.