Reco Alexander
Customer Service Team Lead Customer Team Lead Customer Service Representative Team Lead-main Gate @The Atlanta Braves
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WORK HISTORY
Customer Service Team Lead Customer Team Lead Customer Service Representative Team Lead-main Gate @The Atlanta Braves
Atlanta, GA, US
Food and Beverage Retail/Game Entry, Host Main Gate, get crowd hype, get & keep people in line to have tickets scanned, scan about 100-200 nearly 300 tickets an hour. Can possibly scan more an hour. Greet guests at gates welcoming them in & bidding them a fond farewell. giving guests direction(s) to seats, sections & other areas around the ballpark, answering any questions that needs to be answered, helping guests pull up their tickets via mobile device for it to be scanned at gates. Trouble shooting tickets as well. At times step in to scan tickets if needed when queue lines get backed up at gates. Help work different events & special occasions when planned. Assisting co-workers at gates & with the tickets apps when needing to & even when we get backed up as in to lead them & guide them on how to move quickly & swiftly. When gat supervisor is not working that day at the gate or is on break I would command the gate & watching over the co-workers & making that quick & fast decision-Wayfinding, Ushering, Ticketing Systems, Seating, Queues, Guest Services, Guest Experience, Communication, for the delta lounge supervise the co-workers getting in food orders checking each plate as they leave kitchen watching the front & back of house & monitoring the workers as well on duties & tasks to make sure that they are done on time before end of night. Manage & supervise employees.
EDUCATION
North Metro Technical College
Business
Marietta High School
High School Diploma, computer animation & technology
Chattahoochee Technical College
Business, Management, Marketing, and Related Support Services
Fort Valley State University
Computer Software Engineering
ABOUT RECO ALEXANDER
I\'m a CSM, LiveOps/Call Center: Independent call center agent/Customer Service/Manager/Supervisor/HR/ARA/MOD/QA Specialist/QAPF/Chat Specialist/Slack ARA Chat/Team Lead-Leadership/Agent Readiness TeamAssisting other management team members in identifying trends and establishing department and company goals.Overseeing goal setting, monitoring of inbound/outbound call trends-Basic knowledge of softphone dialer systems AVA, Five9 etc Strong Quality Assurance experience-Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting-Proficient in Microsoft applications with a strong emphasis on Word, Excel, Outlook and Microsoft ProjectArise Virtual Solutions: Independent Call Center Agent/MOD/HR/Chat PF/Supervisor/Manager/QA Specialist/QAPF/Chat Specialist/Team Lead-Leader/Agent Readiness TeamIdentify sessions that need Quality Assurance reviewTaking on other tasks or projects to support employees, other managers, and registration operations.Overseeing goal setting, monitoring of inbound/outbound call trends-3 years of supervising an Inbound/Outbound team in a contact center work environment-Basic knowledge of softphone dialer systems-Strong Quality Assurance experience ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting, proficient in Microsoft applications with a strong emphasis on Word, Excel, Outlook and Microsoft ProjectI can also Monitor and evaluate the quality of inbound and/or outbound telephone calls and email interactions across HQ and outsourced agentsWork closely with Team Leads and leadership to report on agent performance on a weekly basisMonitor and evaluate the quality of inbound and/or outbound telephone calls and email interactions across HQ and outsourced agents Identify key, recurring issues across support and recommend solutionsWork closely with Team Leads and leadership to report on agent performance on a weekly basisWork on a variety of assigned special projectsEducate and Assists call centers and their agents with questions and concerns during the registration processHandles both Inbound and Outbound CallsWork with other departments/personnel where necessary to resolve customer concerns within the guidelines of company policies and applicable laws.Using Client and course qualification criteria, to assist with enrolling and scheduling qualified call centers and their agents into certification courses.Ensures call centers and their agents are aware of course requirements and certification criteriaAlternative Solutions/Coaching/Operational Excellence
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