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I have over 5 years of experience as a Team Manager for Customer Service, Financial Account, Internet Service Providers and Technology Powerhouses. By incorporating performance analysis and personalized coaching and mentoring I was able to attain a sustainable Overall Customer Service Experience.

Trinity College

The NVQ Training Group

University of the Cordilleras

Saint Louis University

Coach/Team Manager

Karl Daniel Bato

AT&T ISM

SITEL 
 
 		 Responsible for the day to day supervision of a team of call center associates including work and 
 	 attendance monitoring in accordance with organization policy and applicable legal requirements 
 		 Effectively coach direct reports on their performance and the behaviors observed following the 
 	 Leadership Academy ideals set by AT&T 
 		 Identify performance related issues, develop an action plan for improvement, implement 
 	 corrective action, up to and including termination of employment 
 	 Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs 
 	 and financial expectations 
 		 Communicate expectations to employees and provide timely updates 
 		 Conduct Team Meetings to ensure expedient communication of relevant information and as an 
 	 open forum for input. Schedule and organize team activities 
 		 Stay current on internal work processes, policies and procedures. 
 		 Attend required manager development training

Generate revenue through consistent coaching of Team Leaders and agents on effective sales 
 	 methodologies and lead generation 
 		 Monitoring productivity and optimizing procedures to reduce cost 
 		 Overseeing multiple accounts; Telecommunications, Internet Satellite, Durable Medical 
 	 Equipment, Smart and Home Security 
 	 Employee engagement 
 		 Developed training modules, Quality monitoring and Coaching methodologies needed by the 
 different programs 
 		 Handled Digital Marketing and Advertising, Campaign Acquisition and Social Media presence in 
 	 behalf of the company

AMPIA Business Solutions

Operations Manager

CONVERGYS 
 
 		 Responsible for the day to day supervision of a team of call center associates including work and 
 	 attendance monitoring in accordance with organization policy and applicable legal requirements 
 		 Effectively coach direct reports on their performance on a regular basis to ensure performance 
 	 metrics are achieved 
 		 Identify performance related issues, develop an action plan for improvement, implement 
 	 corrective action, up to and including termination of employment 
 		 Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs 
 	 and financial expectations 
 		 Communicate expectations to employees and provide timely updates 
 		 Provide subject matter expertise in handling escalated customer calls, email and chat as needed 
 Fraud Early Warning - Fraud Detection 
 		 Conduct Team Meetings to ensure expedient communication of relevant information and as an 
 	 open forum for input. Schedule and organize team activities 
 		 Stay current on internal work processes, policies and procedures. 
 		 Attend required manager development training 
 	 Team Management 
 	 o	 Customer Focus - RSAT Representative Satisfaction 
 	 o	 Quality Decision - Decision Effectiveness against Fraud 
 	 o	 Driving Performance - RSAT, AHT, Quality, Complaints Capture 
 	 o	 Ensuring Accountability and Ownership - NO dollar loss 
 	 o	 Developing Talent - Agent Development Plan 
 		 Driving Engagement - RNR, Feedback and Feed forward

CITI FEW

Team Manager

DELL Landing Queue

Community Service

Product Ready Trainer

DELL Landing Queue 
 CONVERGYS 
 
 Essential Functions/Core Responsibilities 
 
 		 Responsible for the day to day supervision of a team of call center associates including work and 
 	 attendance monitoring in accordance with organization policy and applicable legal requirements 
 		 Effectively coach direct reports on their performance on a regular basis to ensure performance 
 	 metrics are achieved 
 		 Identify performance related issues, develop an action plan for improvement, implement 
 	 corrective action, up to and including termination of employment 
 		 Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs 
 	 and financial expectations 
 		 Communicate expectations to employees and provide timely updates 
 		 Provide subject matter expertise in handling escalated customer calls, email and chat as needed 
 Computer Hardware Support 
 		 Conduct Team Meetings 
 		 Stay current on internal work processes, policies and procedures. Attend required manager 
 development training 
 	 Team Management 
 	 o	 Customer Focus - CSAT Overall Customer Satisfaction 
 	 o Quality Decision 
 	 o	 Driving Performance - Ri1, RDR Repeat Dispatch Rate, RAR 
 	 		 Ensuring Accountability and Ownership 
 	 	 Developing Talent 
 	 	 Driving Engagement 
 	 Admin Tasks 
 	 o	 LOB driven reports Metrics, Productivity, QA 
 	 o	 Company driven reports Metrics, Engagement, RnR's 
 	 Client Calls 
 	 o	 WBR Weekly Business Review 
 	 o Staffing Calls 
 	 o Productivity Calls 
 	 Community Service 
 
 April 2016 - October 
 Team Lead Trainee Onboarding Team Coach

CONVERGYS

Team Lead Trainee

DELL Imaging

L2/Tier II/Subject Matter Expert

Tier 1 Technical Support

SITEL 
 	 		 Provides technical service assistance over the phone for customers 
 	 		 Ensures quality customer service by simplifying technical aspects for customers thru the 
 	 measure of TACRFT/CSAT surveys 
 	 		 Complying with the service promise ensuring friendly, effortless troubleshooting procedures. 
 	 Encompassing troubleshooting in browser configuration, email client configuration, basic 
 	 computer configuration, software pre-installed and hardware troubleshooting, modem and 
 	 router configuration, operating system optimization covering WinXp SP2 to Win 8 
 	 	 Auditing basic billing inconsistencies and investigation to determine validity of claims and refund requests 
 	 	 Creating and using logical troubleshooting steps to provide ease and swift resolution for 
 technical problems

Karl Daniel Bato’s posts