Andriana Monteigue

Andriana Monteigue Professional Profile Focused and visionary individual, with success working in challenging environments influencing business growth and market captaincy through strategic client care management, and research supporting the company in its Misson and Vision. An experienced individual with excellent communication, management and team building skills. Preparing new employees to be successful and developing tenured employees. A motivator that with quality control that has a proven track record at improving job performance. Performance Overview SPYTEC JAMAICA January 2019 - January 2020 customer service QUALITY ANALYST January 2019 – JANUARY 2020 Dealing with internal clients/customers Completing Audits Coach agents towards better performance by mentoring and developing Customer Service developement Handling inbound and outbound calls Handling emails and chats contacts Upselling sales Key accomplishments Monitor inbound/outbound contacts Mine/Audit calls to find areas of improvements and positives callouts Completed reports in a timely manner which due every weekend Took manager escalated calls to resolve a customer’s issue Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Read and interpret data Compile data Pull reports Build audit sheets High proficiency with MS Suite Excellent ability to monitor call quality Able to work effectively with all levels of management and clients Andriana MonteiguePage 2 of 3 IBEX GLOBALApril 2016 - January 2019 In- Team Trainer November 2018 - January 2019 Trained new hires to provide product knowledge and knowledge in customer service. Trained a class of 15 or more Key accomplishments Compile data for training reports Pull reports (training test scores, etc.) Assisted with creating training modules Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Leant to work with multiple personalities customer service QUALITY ANALYST Oct 2016 – January 2019 Dealing with internal clients/customers Coach agents towards better performance by mentoring and developing Handling inbound and outbound calls Handling email and chats contacts POC for Reporting: Speech Analytics Identify and report on the reasons why the associates will have a low percentage in the specific reports listed under Speech Analytic Report. Compile information and findings from my colleagues that is presented on our weekly client meeting via phone. Offer Rate Audit Identify and report on the reasons why the associates will have a low percentage for the KPI. Perform deep dives on associates figure out why they would be following the policy. Compile information and findings from my colleagues that is presented on our Weekly Business Report with our clients via phone Security Bypass Identify and report on what drives the agent to bypass on their contacts. Compile information and findings from my colleagues that is presented on our weekly client meeting via phone. POC for the Dart team – worked with the team to improve call quality and leadership skills while taking supervisor contacts. Host for Supplementary Training: SWAT- Special Work with Agent Training- This was a program designed by my team to help improve the associate’s call quality their PRR stats. I was in charge of this program where I managed 20 persons for 2 weeks to improve their stats. This was a continuous program that I led and always had a 100% success rate. Andriana MonteiguePage 3 of 3 Ownership – This training was designed by my team to help the associates express taking full responsibilities on their contacts to improve call quality and showing them how to do so and drive Wow calls. Visa Training – to educate the associates about the updates and new benefits of the cards. Direct them where to find the information needed and also do scenarios to boost them for the oncoming contacts. Key accomplishments Monitor inbound/outbound contacts Mine/Audit calls to find areas of improvements and positives callouts Completed reports in a timely manner which due every weekend Weekly Team review was also completed to find ways to improve the quality and productivity of the team Took manager escalated calls to resolve a customer’s issue Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Read and interpret data Compile data Pull reports Build audit sheets High proficiency with MS Suite Effectively worked on and compile information for the Weekly Business Review (WBR) Excellent ability to monitor call quality Able to work effectively with all levels of management and clients customer service representativeApril 2016 – Oct 2016 Handled all customer queries and provide results. Good performance stats Key accomplishments Great customer service experience Excellent problem-solving skills XEROX Oct 2013- April 2016 customer service representative Handled all customer queries and provide results. Good performance stats Key accomplishments Great customer service experience Excellent problem-solving skills References Available upon request