Grettel Salazar

Account: Verve

• Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
• Reduced employee turnover by fostering a positive work environment focused on teamwork, open communication, and ongoing skill development.
• Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
• Oversee a team of 5 agents, we have our weekly 1:1 documented, and we go over metrics calls and further assistance they may need.
• Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools, such a checklist of steps to complete prior to escalating to upper tiers.

Accounts: Skynet then T3 Communications, both became Verve

With over four years of experience, I excel in managing high volumes of calls while consistently achieving one-call resolutions. My proficiency in Netsapiens, portal and back-end tools, and the MetaView phone management system equips me to handle diverse technical challenges efficiently. I am a highly energetic and enthusiastic team player who is always eager to learn and grow. Got exposure to basic Network Troubleshooting on equipment such as Cisco Router and Mikrotiks, also made calls to carriers to verify service outages or damage equipment, requesting dispatching when needed.

Account: Global gig

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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