Jesus Chaves

Operations managers for Verizon BGCO. Working closely with metrics such as NPS, Rep, Transfer, AHT and Resolution.

Also in charge of handling financials, capacity and CMSR.

Oversee the accounts while strengthen the Leaders abilities to coach and develop agents. Worked making balance between performance, capacity and attrition.

Provided feedback to agents focused on behaviors. Coached agents with specific techniques like Root Cause Analysis, Skill Transfers and Follow ups.

Develop agents on the preferred carries paths, making them successful on their journey.

Provided feedback to agents focused on behaviors. Coached agents with specific techniques like Root Cause Analysis, Skill Transfers and Follow ups.

Develop agents on the preferred carries paths, making them successful on their journey.

Assisted agents with general concerns, tool utilization, closing sales, take overs, and escalations.

Role of customer service rep on ATT Wireless customer service