Roderick Garcia

• Managing Contact Center performance on several metrics like Net Promoter Score ( NPS ), Service Level, Customer Inquiry/ Problem Resolution, Email and Phone Customer Satisfaction ( CSAT ), Call and Email processing time, Call Quality and Schedule compliance.
• Familiar with Call Centre related tools and application. E.g. difference case logging systems, eWFM and Avaya phone and call distributor system.
• Strong coaching and mentoring skills plus exposure to multi-cultural and multi-racial workforce.
• Strong verbal and written communications skills.
• Strong leadership and ability to identify the strength of team members.
• Fluent in English with training ability in grammar, diction and intonation.