Skills: General VA Appointment Setter Customer Service Representative Team Leader Executive Assistant
Experience: Team Leadership and Coordination Customer Service and Problem-Solving Logistics and Delivery Coordination Administrative Duties Highly Adaptable in Technology and Tools
Supervise and support a team of agents, provide feedback, and ensure performance targets are met. • Track and analyze KPIs (e.g., AHT, FCR, CSAT) to identify improvement areas. • Ensure compliance with quality standards through regular call monitoring and coaching. • Oversee shift operations, manage schedules, and ensure proper staffing. • Handle escalated customer issues and resolve them effectively. • Prepare and submit performance and productivity reports to management. • Identify training needs, provide coaching, and support new hires. • Ensure adherence to company policies, data protection regulations, and standard procedures.
Handles 45-70+ calls daily. Take customer calls and provide accurate, satisfactory answers to their queries, orders and other concerns • De-escalate situations involving dissatisfied customers, offering patient assistance and support • Review customer or client accounts, providing updates and information about orders, deliveries and processing payments over the phone • Collaborate with other call center professionals to improve customer service