Cristina Garcia

managing emails/chats/calls
overseeing the other VAs, managing their tasks, and ensuring their productivity
calendar management
order verification and processing
full cycle recruitment and onboarding
call listening and chat/email review

Order Placer Team Lead
Conducts team huddles to drive individual and team performance.
Provides real-time floor support and fastball feedback.
Monitors real-time call queue and AHT to ensure service levels are met
Coaching agents on a weekly Scorecard, KPIs, behavior, attitude, and other requirements as per
management and client

HIPAA compliance certified
Schedules appointments for routine check-ups, cleanings, and dental procedures.

Inbound Email/Chat Supervisor
Conducts team huddles to drive individual and team performance.
Coaching agents on a weekly Scorecard, KPIs, behavior, attitude, and other requirements as per
management and client.
Provides real-time floor support and fastball feedback.
Taking chats/emails to practice product knowledge or if needed.
Completing agents' performance evaluations.

Inbound Call/Chat Sales Supervisor
Monitors and manages team and individual performance.
Provides daily/weekly/monthly action plans and reporting.
Handles supervisor calls/chat escalations.
Conducts weekly call/chat reviews and coaching.
Mentors agent development through profiling and succession planning.
Payroll, attendance tracking, disciplinary actions & other administrative tasks.

Works hand in hand with Operations and Training to identify and analyze behavior, trends, and
areas of improvement through call listening and chat transcript review.
Interacts with clients on meetings and calibration sessions.
Analyzes data and creates reports for the client.