Archie Revilla
- Role
- Technology Support Supervisor at Dexcom
- Location
- San Diego, CA, US
- LinkedIn followers
- 500 followers
Experience
Technology Support Supervisor
Jul 2021 — Present
Responsible for managing phone queues and overall call center performance; hold times, ASA, ACW, AHT for San Diego, Ohio and Philippines locations. • Perform monthly call monitoring. • Resolve escalations via live inbound calls and emails. • Project owner for determining KPIs for back office tasks performed by TS agents nationwide. • Coordinate with Project Managers and LSS belt holders in creating SIPOCs for current processes, problem analysis and implementing solutions. • Managing supervisor for the Voice of the Customer team responsible for reaching out to customers who provided survey scores of 7 or below to obtain feedback and possible agent coaching. • Continually providing project updates to Sr. Manager and Director on a weekly basis. • Provide 1 on 1 coaching sessions for work accomplishments/improvements as well as guidance with Individual Development Plans.
Skills
- Mutual Funds
- Research
- Project Management
- Salesforce.com
- Series 63
- Process Improvement
- Program Management
- Leadership
- Customer Service
- Data Analysis
- Team Leadership
- Financial Services
- Securities
- Management
- Microsoft Office
- Risk Management
- Business Analysis
- Training
- Troubleshooting
- Team Building
- Teamwork
- Analysis
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