Douglas Tochez

Service Center Agent for UK and Spain (English and Spanish). In charge of roadside assistance for MAN vehicles. Direct contact with Workshops and customers to schedule vehicle's visits to workshops. First point of contact for customers/drivers when a breakdown occurred. Create ticket for vehicle/truck breakdowns. JOC within AXA Assistance It is my responsibility to ensure platform operation, assigning and checking tickets. I am responsible for checking agents availability to make sure KPI's are on target.

Customer Service Agent for AXA Assistance for UK and Spain (English and Spanish). Direct contact with Workshops to schedule vehicle's visits to workshops. First point of contact for customers/drivers when a breakdown occurred. Responsible to ensure platform operation, assigning and checking tickets. Responsible for checking agents availability to make sure acceptance ration and service level were on target. Direct Contract with AXA Assistance after one year.

Responsible for team performance and attrition. Manages escalation procedures and ensures service levels are maintained. Assessed, documented, tracked, and monitored problems to provide resolution in a timely manner. Responsible for completing and delivering all weekly agent coaching sessions to identify behavioral changes that will impact the employee performance with the metrics discussed. Played an important role in employee development through coaching, counseling, mentoring and training.

IT Support Specialist for 1Path. Direct support for Networking and Alarm Field Engineers. Assist Field Engineers with troubleshooting and testing. Create logical timeline including details of the job the Field Engineer performed on site. Reviewed Field Engineer's job prior to payment. Work with ticket-based system. Created site surveys for new and existing network installations. Used Google Spreadsheets to create tables and follow-up with Field Engineers.

Worked for Choice Home Warranty. Inbound calls. Search/Schedule Technicians appointments. Ticket-based system. Created tickets based

Provide superior technical support to employees. Locate and provide resources to employees for problem solution. Develop measures to motivate employees and undertake office management. Managed a team of Representatives (10 - 30) through coaching, counselling and motivation. Prepare regular operation reports, perform audit on various operations and evaluate processes per business requirements. Guarantee customer satisfaction Increase sales

Tech Support Specialist for Motorola. Provided website support for purchases of Motorola’s MotoX and MotoG. Provided Technical Support (Troubleshooting) for Motorola smartphones

Retention Specialist for Dish Network. Outbound called previous customer to enroll them back in the company. Provided potential return customers with new TV packages based on their needs. Negotiation skills to convince existing customers to stay with the company. Reviewed customer's billing inquiries.

On the Job Trainer for Dish Network. In charge of preparing new employees during the company's training. Scrutinized every candidate, created tests and exercises to identify the best candidates for the job.

Sales Coach for Dish Network. Floor support. Provided remediation to employees through coaching sessions. Answered employees questions about the product.

Sales Representative for Dish Network. Up-selling add-on TV packages to existing customers. Outbound calls.

Sales Team Manager for Hotels.com Sales and KPI's achievement through performance management Responsible for completing and delivering all weekly agent coaching sessions to identify behavioral changes that will impact the employee performance with the metrics discussed. Monitors live customer calls, assess Agents quality of service, and provide feedback to team members Team management.

Take Inbound Calls. Determine customer needs and likes. Understand customer budget & provide options based on it Up-selling and surpass sales goals. Closed sales with high conversion rate.