Ed Bragas

Overseeing day-to-day operations while serving as the primary point of contact for client communications. Responsible for ensuring smooth workflow and effective communication channels.

Enhanced team performance by consistently meeting Key Performance Metrics through effective utilization of insights from NPS data and performance reports, identifying areas of improvement, and coaching. Supported professional development of team members by identifying training needs, mentoring, delegating, and helping them set and achieve career goals.

Managed team performance through data-analysis and coaching. Conducted candidate screening for both Customer Service and Technical teams and facilitated process-training for Customer Service.

Offered customer support for Chase credit and debit card members. Handled inquiries and resolved issues related to fraud.

Conducted bi-weekly coaching sessions and provided real-time feedback for team members to improve their performance. Evaluated calls to assess the service level standards of team members and identify areas for improvement.

Managed team schedules and attendance, ensuring optimal workflow and productivity. Handled complex customer concerns and escalations.

Offered customer support for eBay members, assisting both buyers and sellers with their inquiries. Provided comprehensive assistance to resolve various customer issues.