Gladys Joyce Carreon

Member Acquisition Agent

PadSplit

Nov 2024 - Current (1 year 9 months)

• Accountable for member’s onboarding process • Maintaining all ticketing systems, recording and tracking of incidents, service requests • Deliver top-tier customer support by promptly and accurately responding to inquiries and resolving any issues, primarily through email, SMS and calls. • Execute back-office tasks with a keen eye for detail and efficiency to fulfill customer requests and ensure satisfaction. • Collaborate and work effectively with other team members to achieve the best results for all member-related requests.

A

Assistant Call Center Manager

Dec 2023 - Oct 2024 (11 months)

• Accountable for the performance of the cluster. • Responsible for maintaining the program's efficiency metrics. • Fully implement and audit TOPS. • Analyze KPI, identifying issues and trends • Performs Root Cause Analysis and formulates and executes action plans to improve performance. • Assists the CCM in executing account-wide initiatives

T

Team Leader

Sep 2020 - Dec 2023 (3 years 4 months)

• Responsible for overseeing the day-to-day operations, floor management, team building, operational management, agent staffing/scheduling, and reporting. • Manages assigned agents to meet performance, quality, end-user satisfaction and productivity goals by providing guidance, support, and education according to company processes • Coaches and counsel agents on their performance and offers sound recommendation to improve results and standard KPI’s • Conducts regular performance management to improve challenged members of the team • Consistently analyzes agent performance and develops action plans to bridge gaps • Ensures adherence to company and client set policies, procedures, standards, and guidelines

C

Customer Service Representative

Apr 2020 - Sep 2020 (6 months)

• Deliver top-tier customer support by promptly and accurately responding to inquiries and resolving any issues, primarily through chat and email. • Execute back-office tasks with a keen eye for detail and efficiency to fulfill customer requests and ensure satisfaction. • Collaborate and work effectively with other team members to achieve the best results for all customer-related requests.

T

Technical Support Representative

Jun 2017 - Mar 2020 (2 years 10 months)

• Basic billing and Sales • Understand customers’ needs and expectations and offer solution and support Impact the company’s bottom line by resolving technical problems at first point • Ensure all processes are performed as per procedure, follow monitoring and escalation procedures relative to the appropriate SLA Comply with standard program and company policies and procedures • Provide first-line customer liaison, coordinating second-line and third-party support groups • Maintain all ticketing systems, recording and tracking of incidents, service requests and complaints • Managing the case life-cycle, including closure and verification of tickets • Providing management information and recommendations for service improvement

Technical Support Representative

Teletech

Mar 2016 - Mar 2017 (1 year 1 month)

• Basic billing and Sales • Understand customers’ needs and expectations and offer solution and support Impact the company’s bottom line by resolving technical problems at first point • Ensure all processes are performed as per procedure, follow monitoring and escalation procedures relative to the appropriate SLA Comply with standard program and company policies and procedures • Provide first-line customer liaison, coordinating second-line and third-party support groups • Maintain all ticketing systems, recording and tracking of incidents, service requests and complaints • Managing the case life-cycle, including closure and verification of tickets • Providing management information and recommendations for service improvement

Gladys Joyce Carreon

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