1. Handles incoming calls or inquiries from prospective customers or clients.
2. Assists customers effectively by solving customer disputes.
3. Discusses products offered and ensures customer satisfaction
4. Worked in Retention and Payment department.
5. Emphasized on work to ensure achievement of target and performance.
6. Managing the team effectively to ensure achievement of target and performance.
7. Establishing work plans.
8. Supporting customers by calls.
9. Training the new employees in the voice process as well as project information.
10. Taking Escalation Calls.
11. Monitoring the call volume and quality.

1. Monitoring and Assigning Ticketing Tools (Maximo Tool) for tickets (Incidents and Service Request) coming to the queue and assigning tickets to Team Members based on its severity and problem.
2. Registering an incident and Service Request reported via email /phone in the Maximo Tool.
3. Ability to prioritize workload to best meet customer requirements.
4. Ability to handle high volume processes.
5. Working for Latin America Countries Providing language support solving technical issues or any updated info etc and coordinating with the stationed team there in the respective market like tapes.
6. Taking daily KT calls in Spanish during the Transaction period.
7. Started solving tickets regarding Backup failure and doing daily health checks of TSM Servers.
8. Handling All PSM(Portable Storage Media) and Media Management Activities.
9. Perform Restore (Normal File Restore, Cross Node Restore, SQL Restore)
10. Responsible to participate in team daily & weekly meetings, activities and efforts to achieve high work qualities.

• Calls Handling (Spanish and English) with OLO.
• Operational Emails Handling (Spanish and English).
• Training Spanish Language to other Team members.
• Serving as Interface between 1st Lo and other Internal/External Teams.
• Working towards SLAs and KPIs.
• Adherence to the Organizational Guidelines and Departmental Processes and Procedures.
• Trouble Tickets creation.
• Tickets follow Ups towards the Resolution and Routing to Relevant teams.
• Closure of Tickets.