Veronica Lopez, Bs, Mba

· Managing and directing the daily activities of PSS agents and leads · Using all available tools to ensure effective supervising, planning, and managing functions within PSS Group · Carrying out coaching, training, disciplining, and reviewing all agents and leads · Acting as an information source and answering lead or agents questions, assigning tasks, following up and giving instructions as needed

- Interface closely with Service Quality and Ops Managers to champion required projects/process to successful completion, to include weekly feedback of coaching opportunities, unprofessional call center complaints that are identified via complaints received. - Resolve highly complex escalated issues and re-sell the benefits of Asurion Premier Solutions Support products and services. Rebuild relationships; perform required research and follow-up with TSR’s to provide resolution to for customer inquiries, complaints, problems and/or issues. - Responsible for working with appropriate parties in other PSS departments (i.e. Client Services, Operations and Business Support, etc.) to resolve issues as they arise - Provide answers, assistance and resolution, and general inquiries to Technical Solutions Representatives - Effectively communicate changes to Asurion policies and / or procedures in a timely fashion. - Analyze individual and team statistics and identify ways to effectively measure performance. - Able to actively coach individuals to success!

 The Premier Solutions Support Technician provides exceptional customer service and technical expertise on inbound calls or other electronic input such as Website, CHAT or email from customers for the purpose of resolving issues with devices such as laptops, tablets, smart phones, and other consumer electronics . Using various systems, applications and tools, the technician will facilitate device set up, education, and troubleshooting if a service or feature is inoperable. Technician will educate customers about device capabilities and wireless carrier data product offerings. the technician will log a customer data, including contact information, problem statement and resolution in appropriate tools, provide feedback to the organization on customer issues and may participate in focus groups to review and rate tools provided.

• Inbound calls for VoIP small-medium sized company accounts, assisting customers with setting up their phone system and troubleshooting any problems that they may be encounterin • Recording every call or event in a customer tracking system