John Paul Moreto

Experience

• 

  Panasiatic Solutions

  Mar 2014 - Nov 2015

  Customer Service Representative

  Telco AccountBasic customer service representativeHandled Mobile activations and tech support

• 

  Teleperformance

  Feb 2016 - Mar 2017

  Customer Service Representative

  - Providing quality customer experiene- Basic Telco accounr experince and skills- Handles Techsupport for Cable,Internet,PhonePart of Consailer team floor support- Guiding new ABAY agents on their calls- Procivde assistance for any confusions in the process

• 

  Concentrix

  May 2017 - Nov 2018

  Technical Support Representative

  Communication EnglishBasic Telco skills handled tech support for HSD

• 

  Transcom

  Dec 2018 - now

  Vision:We embark on professionalism, embrace opportunities, and achieve goals for the company overall sucess while continuin to learn and develop our skills and talents and become valuable assets to the companyMission: Contribute to different acccounts goals and clients success by utilizing our exceptional skills and remarkable expertiseCLIENT SERVICES Foster client relationship by making sure that Partner requirements are met and contractual obligations are observed SHARED SERVICES Ensure delivery of all administrative and operational requirements from Internal stakeholders and Transcom function groups to support operational excellence and campaign compliance Account services: Gate keeper of accounts internal and lcient administrative requirements. Procurement processing || Account trackers || Playbook updates || Security requirements || GER Projects | ReportsCLIENT SUPPORTGatekeeper of client stewardshipClient Visit | Client Logistics | Client Events Support EMPLOYEE ENGAGEMENTGatekeeper of employee focused activities Campaign One Pager | GER Newsletter Support | Engagement Activities | Employee Milestones | Campaign Events Support | GER Events Support | Communications | Show less Facilitate LearningInform formal learning sessions on company product upgrades and enhancements.in collaboration with production teamsWork with the Training team to provide agent sales skill up-training.Work with the Quality team to identify focus behaviors and trends in order to improve TSR and overall performance.client satisfactionOrganize Xfinity device and app demonstrationsUsing the post-session survey, manage the Demo Lab experience.Conducting agent huddle sessions to exchange best practices, product, and service information processesCoach and Mentoring STOP light sessions (i.e. side jack with agent) are used to coach agents.Participate in Quality S4X calibration sessions with Training and Operations to make recommendations onbehaviors associated with "Being An Sales Ambassador"In-Team and Program CollaborationCollaborate with the Quality team on- Examining important performance indicators at the program and agent levels- Recognizing data trendsAttend weekly "Ambassador" update calls with the Sales Ambassador governance team and other stakeholders. ambassadorsProvide input to the Sales Ambassador Governance team on-site activities and priorities. Show less Managing, developing, and encouraging people so that they may fully contribute to the success of the companyinstilling ideals and providing feedback; encouraging and fostering teamwork; and ensuring good cooperation toachieve a specific purpose. The leader identifies with energy and is capable of conveying and stimulating it.and instilling trust.Building positive working relationships to help the company achieve its goals. Contains theIndividualism or rivalry are opposed to the desire to be a part of a team and collaborate with others. makes a good foundationInterpersonal connections can be improved by making people feel respected, appreciated, and included in discussions.Providing quality services while successfully comprehending the needs of external and internal clients.It entails satisfying client needs in a great and efficient manner.Observe the huddle and provide input to the team leader.Collaboration on observations with Team Leaders and ManagersHuddle Topics Alignment and PlanningReporting - providing Insights on trends and performance Collaboration on Actions and RecommendationsCompliance - Monitoring NPS-specific compliances to ensure team leaders and operations managers are meeting compliance requirements on a weekly and monthly basis. In the event of uncertainty or inquiries, providing assistance and help. understanding opportunities and making recommendations.Innovation / Elevation - Promoting innovations for the company, customers, and employees in order to give an exceptional experience for both customers and employees and to deliver superior service.Support/facilitate development workshops for Team Leads in order for NPS to be executed effectively (Huddle facilitation and coaching). Show less

  • Account Coordinator

    Dec 2022 - now

  • Sales Specialist

    Aug 2022 - Dec 2022

  • NPS Champion

    Jul 2021 - Aug 2022

  • Product Trainer

    Sept 2019 - Jun 2021

  • Customer Service Representative

    Dec 2018 - Sept 2019