Tatiana Herbert

Over 10 years of experience as a Bilingual (English and French) Call Center Manager, led teams of up to 100 agents, drove improvements in customer satisfaction and call center efficiency through implementing new technologies.

Analyzed performance reports to assess, measure and monitor employees productivity.

Analyzed key performance indicators (KPIs) to assess call center performance; Quality Assurance, Tableau, Freshdesk to monitor and improve call quality.

Conducted real-time training,coaching,development meetings.

Helped increase of the Voice of the customer survey scores by 20%, 15% decrease of Repair rate, Average customer call time improved by 2 minutes, a reduction in repeat call rate, and increase in programming sales by 20%.

Strong xpertise in team management, process optimization, and fostering a collaborative work environment. In next role,seeking a team-focused environment that values diversity, challenge, and professional growth.

• Managed a team of 10 supervisors, and 80 plus call center agents providing guidance and support to ensure their effectiveness in overseeing operations, achieving a 90% employee satisfaction rate, and meeting or exceeding all performance targets, and customer success metrics for the department: increase of Voice of the customer survey scores by 20%, a decrease of 15% of Repair rate, Average customer call time improved by 2 minutes, Reduction in Repeat call rate and increase in Sales by 20%.Achieved consistently the highest NPS/CSAT results and Retention rate among 10-15 call center sites for multiple years.
• Assisted in Implementing DISH's first work-at-home hybrid module.
• Additionally, proactively addressed recurring issues within operations and HR management, implementing solutions to optimize company outcomes. Resulting in a 20% increase in call center performance metrics and a 10% increase in customer satisfaction scores.
• Conducted performance evaluations for agents and supervisors, identifying areas for improvement and developing targeted training programs to enhance their skills leading to 50% of supervisor’s promotions.
• Conducted interviews for potential agents and supervisors applying for leadership positions and participated in the selection of candidates for promotions.
• Enhanced customer service policy and procedures resulting in a 15% increase in NPS/CSAT scores and improved retention rates for the call center operations.

Bachelor’s Degree: Economics and Social