Michael Angelo Navarro

Supported Accounts Receivable, Accounts Payable, and Billing

Monitored and evaluated customer interactions across various communication channels

Ensured compliance with quality standards and processes

Provided constructive feedback to agents

Documented and reported evaluation results

Collaborated with team members and supervisors to improve agent performance

Analyzed feedback from training sessions and quality assessments

Prepared and presented reports on key performance indicators and improvement opportunities

Maintained training materials, manuals, and quality assurance documentation

Identified opportunities for continuous improvement in training programs and quality assurance processes

Implemented initiatives to enhance team performance and service quality

Participated in calibration sessions to align evaluation criteria

Collaborated with team members and supervisors to improve agent performance

Analyzed feedback from training sessions and quality assessments

Prepared and presented reports highlighting key performance indicators and opportunities for improvement.