Deyvis E. Mendez

Experience

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  Alorica

  Nov 2009 - Nov 2010

  • Customer Support Specialist

    Jan 2010 - Nov 2010

  • Customer Service Representative

    Nov 2009 - Jan 2010
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  ERC (Enhanced Resource Centers)

  Nov 2011 - Jan 2012

  Customer Service Representative
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  Villa Vacacional Roselis

  Jan 2012 - Nov 2023

  Facilities Maintenance Manager
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  Teleperformance

  Jan 2015 - Jan 2020

  As Assistant Contact Center Manager I am direct accountable for the success of the Ops team. Responsible for managing Contact Center operations and make sure that customer service and support are properly given, provide management support to the general manager and report all activities.Primary Function (not limited)• Support, motivate, evaluate, develop and coach Supervisors to continually meet and exceed our targets following Operations methodology on a daily, weekly and monthly basis.• Analyze data using techniques like Top Call Driver Analysis to identify priority actions for my team of Supervisors.• Review financial data on the program within an hourly, daily, weekly, monthly basis and take action as required.• Work with other functional areas to ensure effective Workforce Planning is in place on the campaign• Manage and identify areas of development for the operation.• Promote all activities that will improve and maintain a high level of Employee Satisfaction as well as global initiatives.• Communicate with clients to discuss and resolve project specific issues, areas of opportunity and best practice as required.• Prepare, validate and follow up on client invoices.• Coordinate directly with other managers to formulate specific action plans on a case-to-case basis.• Participate in the recruitment process of my team members and manage all HR issues related to them.• Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports• Attend business reviews with the client Voir moins

  • Assistant Contact Center Manager at Teleperformance

    Oct 2017 - Jan 2020

  • Operations Supervisor

    Jan 2015 - Oct 2017

  • Customer Service Representative

    Jan 2015 - Jan 2015
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  CCD

  Jan 2020 - Jan 2022

  • Director Of Operations

    Mar 2022 - Jan 2022

  • Senior Project Manager

    Jan 2020 - Jan 2022
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  Teleperformance

  Jan 2022 - Nov 2023

  Contact Center Manager
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  IntouchCX

  Jan 2024 - now

  Operations Manager