Floyd Jefferson Arevalo

Customer Service and Performance Monitoring : Perform ongoing sweeps, monitor performance, manage loyalty programs, and handle customer escalations, ensuring all tickets are closed within company standard timeframes 

Process Development and Efficiency: Assist in developing Metalbird processes to maintain service standards and optimize time efficiency

Tool and System Maintenance: Conduct daily sweeps of various tools (Gorgias, Colosys CM), monitor satisfaction scores, manage team roster, and perform monthly reporting to support CS Management Pack

Communication and Meeting Participation: Respond to important emails, attend scheduled meetings and weekly stand-ups, manage meeting minutes, and ensure effective global coverage 

Providing valuable insights and recommendations for improving processes and operations 

Transaction Monitoring Evaluator - AMAZON

Did QA functions by monitoring agent performance (side by side/recordings)

Performed behavioural analysis on agent call handling for call process improvements.

Agent coaching to help them improve on their metrics.

Conducted QA talks for old agents and orientations for new agents.

Calibration calls with clients.

Other reports

Senior Executive Quality Analyst

• Did close monitoring on agent performance thru call listening.

-  Agent coaching to help them improve on their metrics.

• Calibration calls with clients to discuss call handling improvements, red flags and the like.

• Handles Escalation calls.

• Other 

Quality Analyst

-Supporting North America

-Audits calls and provides feedback to CSA’s

-Sending out Q-Tips for the site

-Weekly TM huddles for the assigned team

• Provides feedback / discussion about the team QA scores
• Outlier discussion
• Discussion on improvement
• KC updates

-Weekly Reports

• Short Calls Monitoring

-Calibration Sessions with Operations

-Gemba walk

-Sharing Best Practices & Challenges sessions

Amazon Philippines

Training Team

• Training / Facilitating / Supporting

• North American Customer Service

• Canada Customer Service

• United Kingdom Customer Service

• Amazon Digital Team ( Kindle and Alexa support )

• New Hire Orientation

• DART