Techlead | Call Center Supervisor
Asurion
Jan 2017 - Jan 2024 (7 years 1 month)
Ensuring smooth implementation and adoption of the product or service to hit performance metrics and sales quota. Efficiently manage escalated tech calls and provide timely resolutions. Case managing online inquiry and escalation of new and existing customers, understanding their needs, and suggesting solutions. Generate reports on team performance covering both operational and behavioral metrics. Document coaching sessions, training, performance reviews, and any disciplinary actions.