Geigel Rivera III

Provide support in analyzing the system and design cost effective solutions that meet customer requirements. Analyze business systems to align the software solutions with business programs.

Quality Assurance, Process Improvement, and System Support : Instrumental in the testing and deployment of a new system for sales teams, demonstrating a strong ability to identify critical defects and resolve major technical issues. Proven track record in elevating quality standards through comprehensive reviews of customer interactions and support tickets, with a focus on the Number Transfer (Porting) process. Successfully drove operational efficiency by analyzing agent inactivity and partnering to fix data and system errors, significantly improving process reliability and the customer experience.

A PACT coordinator has all of the responsibilities of an Advocate and Pro in addition to the following: Collaborate with peers and assist with answering peer questions in LiveEngage. Utilize critical thinking and problem solving strategies to resolve escalated customer issues. Employ excellent time management and strong decision making skills to manage multiple chats at once to ensure a seamless customer experience.

Expert understanding of all department responsibilities including the ability to lead initiatives and drive results. Handle escalations from Apple and MSO agents, internal escalations from our employees and customers as well as guiding individuals to resolution and identifying trends to share and escalate as necessary to ensure consistency.

Assist in various aspects of training, including training of new representatives. Assist with monthly override reports. schedule and coordinate team activities.

Provide 100% satisfaction and support to Indirect dealers facilitating and increasing customer activations. Evaluating the potential credit risk associated with new customer and commercial applications.