Drew Amador

Evaluating level 1 and level 2 agents to make sure they are implementing excellent services that are in line with our process. Ensuring that all Team Leaders are aligned and knowledgeable about all process improvements as well as new client-released standards. Analyzing every business process to find areas for improvement can help the account create training materials that are effective.

On a daily basis, I am in charge of case management and distribution. Assuring that the cases are handled in accordance with the service level agreement. In charge of keeping track of the agents' productivity and providing regular coaching. Conducting a case audit for quality assurance objectives. In charge of the complaints of the customer such as claims for defective units that caused accidents.

Helped customers with billing inquiries such as overdue balances, billing problems, and billing disputes. Other responsibilities such as giving upgrades, payments, and adding premium memberships to the customer's account were also taught.