North York, Ontario, Canada
Currently working as a team lead for more than 4 years now at Gatestone & Co. for the autoloan and home equity program of a U.S. based bank. had a short stint as a dispute & card credit specialist at CIBC. before that, was a financial service representative at Alorica Toronto for 2 years. Back home in Manila (Philippines), I was an HR generalist for IBM GPS.
• Monitors agents’ scorecards and makes sure that they are hitting the required targets • Coaches agents who are falling behind in terms of their KPIs (key performance indicators) and remind them of what needs to be done and avoided. • Takes escalation calls from customers when needed • Builds and monitors the Livevox dialing system so agents can have files to work on, making sure that they are on the correct campaign and that they are adhering to their scheduled breaks • Answers general questions from agents regarding the account process • Sends end-of-day (EOD) reports to the client based on the actual numbers produced by the agents.