Christopher Soto

Managed escalated client issues and an overseas team of 8 via Slack. Coordinated with owner, production, and shipping teams on logistics and process issues, and assisted with scheduling and forecasting for chat and phone coverage.

Managed a web-based outbound dialing platform to optimize agent productivity, monitored dialing status and pace for 180-200 agents, and adjusted dialing settings to improve call connection rates. Created data tables and analytics to inform management decisions and cleaned/manipulated data in Excel for campaign launches.

Managed a team of 5 on-site recruiters to achieve hiring goals, reviewed audios to decide interview candidates, and conducted final interviews via Skype. Created training classes in Skype, Excel, and GoToMeeting, and generated Excel reports to track records.

Assisted internal and external customers, resolved inquiries efficiently, and placed orders accurately. Managed employees regarding attendance and performance, handled escalation calls, and coordinated with FedEx to resolve delivery issues.

Handled order placement and cancellation over the phone, removed customers from mailing lists, and assisted with refunds and returns. Coordinated with FedEx and USPS to locate lost packages and placed orders using the 'Chain Drive' system and website.

Resolved failing internet issues for residential and business customers, improving uptime. Utilized spreadsheets to track support cases, managed high call volumes, and served as a knowledge assistant for new employees.

Attended Florida Atlantic University for graphic design studies, completing some college coursework.