Monica Alexandra C.

Responsibilities: - Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. - Daily Reports towards the customer about the quality of the services provided by our department. - Contact person between team and the project manager. - Motivation, leadership for the designated team and developing future leaders. - Determines and documents any areas that may need improvement. - Integration of new team members

Responsibilities: - In charge with identifying the main areas of opportunity at a CCC level, as well at a Team/Site level, by monitoring the calls/emails. - Provides feedback to every CCC identified as Outlier. - Takes follow-up actions based on the areas of opportunity identified through monitoring, calibrations, feedbacks, etc. - Reviews business statistics. - Determines and documents any areas that may need improvement. - Reviews the current policies and improvises plans to

Responsibilities: - Daily Reports towards the customer about the quality of the services provided by our department. - Contact person between team and the operational manager. - Active support for customer advisers, in order to achieve quality parameters. - Problem solving and Headquarters escalating every possible issue for real time solving. - Integration of new team members. - Creating the appropriate environment in order for the team to reach assigned deadlines and meet the

Responsibilities: - Handle inbound and outbound calls with the purpose of explaining legal requirements and contractual obligations; obtain and/or negotiate payment schedules and collecting outstanding amounts owed by the clients of America Online. - Customer Support. - Reactivation and up-selling of America Online offerings. - Offer explanations and identify solutions related to customers and payments issues; - Negotiate the payment terms and making agreements with customers regard