ROLAND JHUNE BERMUDEZ MANUEL

CALL CENTER SUPERVISORFull Time

• Job Details:Mentoring And Coaching  Serves as mentor and coach to the reps on the floor and act as first point of escalation for client-specific issues. Serves as back-up point of escalation when Subject Matter Experts are not available.  Maintains a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions. Team Management  Supervises all agents within the team  Monitors the agents’ performance on the floor (according to productivity competence, and quality standards and targets  Provides weekly specific performance feedback  Works with the agents to achieve development objectives and performance targets  Conducts performance appraisals for team members  Coordination with Operations Support  Documents and escalates real-time internal and external IT issues  Documents and escalates customer and client process issues  Works with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process  Deliver timely feedback. Identify QA issues and work with Operations Manager or Director and Team Managers to develop action plan. Implement action plan  Coordinates with CST Training on training-related issues  Works with Workforce Management on concerns related to scheduling and attendance Management Support  Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts  Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery  Interact with the external clients and management, in the absence of the Team Manager  Support the Director in meeting targets

CALL CENTER SUPERVISORFull Time

• Job Details:Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. Specifically:  Attracts potential customers by answering product and service questions; suggesting information about other products and services.  Opens customer accounts by recording account information.  Maintains customer records by updating account information.  Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.  Maintains financial accounts by processing customer adjustments.  Recommends potential products or services to management by collecting customer information and analyzing customer needs.  Prepares product or service reports by collecting and analyzing customer information.  Contributes to team effort by accomplishing related results as needed.

ENGLISH TEACHERFull Time

• Job Details:• Present students with English educational materials • Keep students engaged in English conversion • Prepare and Implement ESL teaching curriculum • Assign English education homework • Conduct students’ interviews and assess student English levels • Making lessons that keep students interested in English Education • Grading and marking tests, quizzes and homework • Substitute teaching when coworkers are sick or absent • Writing student reports or development forms • Phone teaching during school hours, if requested • Attend teacher meetings and workshops when requested • Most importantly, have fun while you're teaching