Dominique Placeres

Assessed agent quality and performance by reviewing phone and chat contacts with customers. Monitored and evaluated agent performance by issuing Quality scorecards weekly based on KPI metric goal requirements and call flow procedures required for success. Provided coaching sessions for agents weekly, offering helpful feedback and tips on ways maintain high quality.

Provided assistance regarding billing inquiries and troubleshooting technical issues associated with Verizon wireless accounts and devices. Performed coaching reviews with support agents daily to go over stats, adherence, attendance, and other KPI metrics to ensure growth and customer satisfaction. Led teams of 20-25 agents to a goal of 95%+ overall rating and handled all escalated issues/concerns

Met incoming customers and provided immediate assistance, listening to customer needs and preferences to provide accurate advice. Increased purchase totals by recommending additional items and processed purchases with credit and debit payment methods. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Provided accurate and appropriate information in response to customer inquiries and collected customer feedback to make process changes that exceeded customer satisfaction goals. Improved customer ratings by 30% and built customer loyalty by placing follow-up calls for customers who reported product issues. Achieved high sales percentage with a consultative, value-focused customer service approach

Completed high school education, focusing on core subjects and preparing for future endeavors. Developed foundational knowledge and skills during this period.