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Work Background
Supervisor-Passenger Care
Sound TransitSupervisor-Passenger Care
Apr. 2023Seattle, Washington, United States• Set and meet yearly budget for the Passenger Care Team • Manage and direct daily team objectives • Assist remote agents as they answer questions, handle daily concerns, and provide support • Assist in hiring, training agents, coaching for career development for knowledge and skills and provide disciplinary actions when appropriate • Listen to calls and review emails to ensure Quality Standards are met • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary • Prepare a reports and analyzing data to assist management as they determine call centre goals • Working with other supervisors and management team members to support agents and maximize customer satisfaction
Senior Passenger Care Agent
Sound TransitSenior Passenger Care Agent
May. 2019 - Apr. 2023Seattle, Washington, United States- Leads by example when responds to customer emails, webform submissions and phone calls, tracking customer comments. - Coordinates, schedules, assigns, and inspects the daily work activities of Passenger Care (PC) Team, monitoring agent efficiencies and queues. - Reviews areas of opportunity and success, provides 1on1 coaching, agent check in, and motivation. - Provides support for PC agents and C- Level team with customer escalations. - Creates and analyzes weekly customer comments; reporting results to regional team managers and directors as required. - Point of contact for various transit agencies to establish protocols and processes for various assignments. - Coordinates project and outreach efforts for start of service, service changes, assists with creating resources related to services provided. - Creates, manages, and updates Knowledge Base, template responses, training materials, business procedures, and frequently asked questions. Participates in onboard new agents and providing refreshers for agents. - Provides back-up coverage the Passenger Information Coordinator team as Duty Officer, posting rider alerts on agency webpages, sending service phone and email subscription alerts and updates front line agents when required. - Serves on the Bicycle Committee and assists with the Citizens Accessibility Advisory Committee Meeting. - Provides leadership with support as needed, prepares ad hawk reporting as requested, attends, and participates in group meetings. Calls out new trends and developments regarding agents and customers to leadership. Manages and incorporates agency changes, ensures processes, policies, and practices are understood and applied consistently. - Process PX invoices for services rendered and subscription services. - Champions and demonstrates agency core values-based behaviors with every interaction. Actively cultivates a culture of equity, diversity, and inclusion, supporting agency Equity and Inclusion policy.
Marketing Project Manager
Baked UpMarketing Project Manager
Jan. 2019- Perform industry research to identify trends and industry needs and interests - Review and respond to current sales/marketing trends - Facebook / IG ad campaign construction and maintenance - Understand the Facebook SOPs for building campaigns to specifications - Able a properly set up campaign meeting specifications within predetermined budgets - Develop and maintain a complete knowledge of (ever changing) Facebook tools for building campaigns, audiences, conversion tracking, and other tools used in delivering results for projects - Developed an understanding of all available numbers in the Facebook Ad Manager dashboard - Mastery of interpreting numbers as it relates to real world traffic flows in a campaign. - Ability to spot problem areas in a campaign and bring them to account team’s attention. - HIGH reliability and attention to your campaigns under management. - Develop and maintain mastery of digital marketing concepts. Event Promoter Jan 2019 - Present - Engage community to create an inclusive space - Event promotion on various social media platforms - Assist with coordinating logistics events, setting up and breaking down. - Assist with talent buying, artist hospitality. - Assist manage social media accounts on FB, IG, Twitter, replying to comments and messages. - Support brand at events and festivals as requested.
Team Lead
AccentureTeam Lead
Jan. 2018 - Mar. 2019Austin, Texas Area- Coach and develop account support team of 12-18 agents weekly. - Create and update team support resources and knowledge base. - Create and implement team schedule (WFM) to reflect the client's request of 24/7 coverage and to decrease excessive team overtime. - Create and implement quality review process for highly visible workflows to ensure team met and exceeded quality goals of 98%. - Implement a morale team to support change management and increase team engagement. - Review team’s productivity and provide analytical insights to leadership in regards to different trends.
CO Support Incubator Team Lead (ProUnlimited)
FacebookCO Support Incubator Team Lead (ProUnlimited)
Jan. 2017 - Jan. 2018Austin, Texas Area- Oversee multiple project activities resulting in team and business success. - Provided orientation, training, assigning, scheduling, coaching, counseling, and developing employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and enforcing policies and procedures. -Contributed information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change. - Supported the team with scheduling expenditures; analyzing variances; initiating corrective actions.
General Manager
G&A Maintenance, LLCGeneral Manager
Aug. 2015 - Dec. 2016Dallas, TexasProduce training materials, guidelines, processes and incentives for the team. Improve the client experience by increasing the speed of service to clients, with proactive client contact, resulting in a reduced call volume and implement a quality control via client survey. Increase sales by standardizing pricing for service and establishing core service agents and introducing incentives for the service agents.
Contact Center Assistant Manager
LegalZoomContact Center Assistant Manager
Feb. 2011 - Jul. 2015Austin, Texas AreaAssist leadership with improving the customer experience by behavior coaching, training and development of Customer Service specialists within a team ranging from 15 – 32. Monitoring operational skills, conduct side-by-side coaching, and provide real-time feedback of metrics and quality scores, while motivating and recognizing individuals to maximize employee potential, efficiencies, productivity and a universal team. Investigate and resolving escalated customer service complaints to encourage customer loyalty. - Recognized for embracing change by promoting building a team of Universal Customer Service specialists to positively affect the customers experience. - Develop and maintain knowledge base resources to improve the employee experience. - Team Playing by providing peer to peer coaching and motivation to drive customer service productivity. - Project Manager by assisting creating and defining the Tier 2 and Customer Care Email Team. - Intellectual Property Contact Center Manager liaison.
Customer Service Representative
Calendars.comCustomer Service Representative
Sep. 2010 - Feb. 2011Austin, Texas AreaAssist customers with pre order inquires such as, place orders, provide item descriptions, establish new accounts, post payments (account receiving). Assist post-sales customers via e-mail correspondence, chat communication for order inquiries concerning process times, fees and additional shipping inquiries.
Senior Customer Care Representative
T-MobileSenior Customer Care Representative
Oct. 2006 - Mar. 2008Springfield, Missouri AreaCoach, motivate and inspire representative team members to achieve and exceed performance results. Lead a team of approximately 15 representatives to offer exemplary customer service. Demonstrating strong interpersonal, time management, and multi-tasking skills while quickly adapting to change and modeling a positive, can-do attitude of service. Coaching and developing team members to reach career and organizational goals. Building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results.
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