Albert Saavedra

Experience

• 

  Movate

  Jan 2012 - Jan 2013

  Technical Support Representative/Quality Analyst/Trainer

  • Provided technical assistance to customers on inbound telephone tech support calls.• Walked customers through step-by-step process for troubleshooting hardware issues.• Assisted with manual testing for reported issues with Belkin products.• Found resolutions for networking and devices issues globally.• Sent replacement devices to customers when needed.• Ensured to maintain and meet the requirements for quality performance.• In charge of training new agents for troubleshooting Level 1 for Belkin product Voir moins

• 

  Ocwen Financial Corporation - US

  Jan 2014 - now

  • Work closely with Dialer team to improve connect rates & help to complete penetration during high call volume or when we have lean staffing days.• Conduct team meetings/1:1's/Employee Engagement; ensuring that the scheduling function provides optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities.• Oversee entire customer service onshore, managing the team in 3 different locations (Mt. Lauren, West Palm Beach, and St. Croix).• Monitor reporting internal and external reporting and analytics for business.• Provide analytics on trends and using data to identify drivers while continuing to evolve reporting.• Develop short and long-term forecast/capacity plans and ensure sufficient staff are available during peak periods.• Facilitate team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivating direct reports to optimize performance.• Manage entire process operations, Customer Service (payment acceptance, escrow and tax issues, general customer service, and collection of delinquent loans)• Monitor overall functioning, identify improvement areas, and implement adequate measures to maximize customer satisfaction level and minimize process gaps.• Manage day-to-day operations of the quality and implementing business improvement ideas aimed at maximizing profitability with client satisfaction.• Conduct payroll verification by reporting the payroll for Contact Center to AMS Payroll including regular time pay, over-time pay, holiday pay, and personal time off pay.• Adhere and ensure compliance to Information Security Policies and Procedures of IGS• Comply with the Information Security Policies and Procedures and report all security incidents; adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy & COPC certification and ISO 27001 specifications. Voir moins • Managed staff of 50 to 60 or more Customer Service Representatives with up to 5 direct reports.• Managed day to day operations of team members to meet/exceed productivity, adherence, and staffing requirements.• Performed routine Agent and Team Leader performance reviews to motivate and help achieve their individual and departmental goals.• Analyzed daily, weekly, and monthly reporting trends that relate to Customer Service.• Identified process breakdowns and recommended resolutions.• Managed and Executed action plans set forth to help achieve/exceed Departmental Goals.• Coordinated/collaborated with team members, peers, and leaders to initiate, manage, and executed key initiatives to help achieve Departmental Goals.• Completed ad-hoc projects while improving employee satisfaction and reducing attrition. Voir moins • Worked closely with collection outbound dialing team to improve connect rates and penetration rates.• Provided feedback to the agents to ensure they understand and meet the requirements for quality.• Monitored agents’ opportunities and improvements.• In charge of staff coaching and conducting Team huddles.• Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.• Acted as a liaison between clients and internal teams to ensure client needs are met.• Identified and resolved client issues in a timely manner.• Monitored client feedback and provided insights to internal teams.• Developed and implemented strategies to increase client retention.• Analyzed client data to identify trends and opportunities. Voir moins

  • Operations Manager

    Jan 2022 - now

  • Assistant Manager

    Jan 2017 - Jan 2022

  • Operations Team Leader

    Jan 2014 - Jan 2017