Mike Riego

Experience

• 

  Asticom Technology Inc

  Dec 2019 - now

  Set clear team goals/KPIs and monitor agent team performance.Assigning of Tickets BAUSending of Hourly ReportsHandles Queries Directly from ClientFirst level excalationsWeekly Business Review Deck CreationMonitoring of high level requestsProvide coachings, mentoring and employee developmentOversee day-to-day operationsProvide needed client and company reports and presentationsExecute disciplinary actions to agent company violations with guidance of HR departmentWork with different support teams and POCs for needed operational requirements.Endure passing of company and client KPIs/metrics based on team/campaign performance accordingly (SLA/TAT AHT/ QA Score) Show less

  • Team Leader

    Nov 2022 - now

  • Point of Contact

    May 2022 - Dec 2022

  • KYC Agent

    Dec 2019 - Apr 2022
• 

  ABSI

  Dec 2019 - now

  KYC Team Lead