Carlos Daniel Marquez Hernandez

* Kpi target and coaching base on Behavior

* Evaluated request changes based on future weekly projections using Verint.

* Changes payroll review and corrections

* Email follow up and sheets report, slack and jabber usage

* Multitasking and lidership with 14 people

* Report presentation to client or agents

• Led cross-functional teams to enhance project delivery and operational efficiency.
• Developed and implemented training programs to elevate team performance kpi and knowledge.
• Analyzed team performance metrics to identify areas for improvement and optimize workflows.
• Fostered a collaborative environment to encourage resource sharing and problem-solving among team members.
• Verint analysis for real time next well and next week/ noción

• Supported customers by resolving inquiries and providing accurate information regarding products and services.
• Adapted to new systems and processes swiftly, enhancing customer interaction efficiency.
• Collaborated with team members to ensure consistent service delivery and operational excellence.
• Monitored customer feedback to identify areas for improvement in service quality.

Optimized customer engagement for Dish Latino.