Hi,

Great Day!

I’m excited to be interviewed and start providing what matters to our clients once you hired me as a Quality Assurance person.

I have been in the industry of customer service world and contact center servicing U.S and Australia for over 12 years.

I became a Team Leader for over 3 years coaching and motivating 18 agents. This position made me learn how to monitor calls of my representative remotely, Side by side and recorded call auditing and how call monitoring helped not only to improve the performance of an individual but this helped to determine best practices as to why performance is excellent, this helped me to recognize behaviors that impacts customer experience that will impact performance of the agent, the team and the company as whole. By understanding the drivers of the behaviors that impact the performance I was able to create action plans with the representative since we have listened and identified behaviors through the call that I have monitored. By creating an awareness with the representative on what have been transpired on a call it helped me to understand the real root cause of a certain behavior. Understanding the root cause of the behavior helped me to create a doable action plans with the representative that impacted his/her performance, my team’s performance and site performance as well.

Please check the complete information of my entire career history and experiences, my complete resume, cover letter, screen shot of my Oxford Grammar Result and speed test result by using the shareable link below:

https://drive.google.com/drive/folders/1LDAZamFSJUe_nBF4Z1gzGZJlOxcgDUoJ

Thank you so much for taking your time to look at my attributes, skills and experiences.

Excited and looking forward to work with you in the future.

Sincerely yours,

Rose Z. Salamanca

Skype ID and SMS: +639198935354

Email: rosezablansalamanca@gmail.com