Genesis Dariela Pineda Cuevas

As a supervisor, I managed 16 to 20 people from three Line of Business.

My tasks:

1 on 1 coaching

Deliver any feedbacks from clients

Technical and Inquiries support to and from the agents

Performance Data Extraction

New agents Training

Subject Refresher Meeting

Auditing emails/orders

Internal and External client calibrations

Agent's hours and payroll reporting

Weekly Team meetings and engagements

I worked in the Msc Direct campaign in which we took specific orders from a queue called "ECPending" or ECommerce Pending Queue. These orders are placed by customers through the company website, they are reviewed in order to provide better information for the items being purchased with the vendors, as well as to make sure they are legit orders and not fraud orders.

I started two projects besides ECP.

-P76

Consists on following up with the purchased orders from anyone and solve any issues this orders might have, with the vendor, the best way possible in order to redirect it to the final process via email.

-EXP

This project consisted in reporting on massive orders placed by our exclusive customers regarding their order status and issues in detailed manner back to them.

Proxy voting is designed to inform account shareholders regarding shareholder voting events they need to take action on with accepting or denying the new policies being added to and/or taken off their back accounts, health accounts, insurance accounts, etc. In which, if they cannot attend the event by person and still wish to vote in these new policies, we read the policies to them and take their vote via phone. If the account owner desires to read these policies and take the vote by themselves, we put a request to be sent to them via mail.