Responsible for multiple and/or complex projects providing synergy, strategic insights, and consistent management. Leading project planning sessions with Client and Delivery Team. Coordinating staff/new hires and internal resources with Delivery Team. Managing project progress and adapt work as required. Ensuring projects meet deadlines. Managing strong relationships with clients and stakeholders . Overseeing all incoming and outgoing project documentation and finance. Optimizing and improving processes and the overall approach where necessary. Securing growth opportunities and initiating new projects. Managing large and diverse teams. Identify issues and risks. Provide governance and weekly status reports. Managing CAT for a go/no go decision by the client. Also, in the last couple of Projects, I have been acting as Knowledge Transfer SME. Having meetingsessions with client, to collect information about current processes to build a Knowledge Base

Managing, resolving, keeping records, and reporting technical escalations from L1 agents and end users by following the proper guidelines.Monitor queue, keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Multitask: Performing different processes simultaneously like reports and improvement plans at the same time.Weekly meetings with the client for improvements on both sides. Being Manager’s right hand and backup when needed.Introduce and provide training to new hires. Submit access request to required systems for new hires.QA: Listening and reviewing calls and tickets. Providing feedback to agents.

Service Desk agent, I handled phone calls and emails regarding IT problems. Remotely troubleshoot customer workstations and systems.Troubleshooting of software like: Office 365, SAP, AS400, Active Directory, Ticketing tools, Shared Folders, Wintel servers, Cloud storage, and client specific applications. Troubleshooting hardware like: Active Directory (Password Reset), Hard Disk, printers, handhelds, scanners, laptops, desktops, virtual machines, and routers.

Supporting and coaching for agents. Manage call center agents. Manage by walking around. Be visible to answer questions. Take escalation calls that agents can’t handle and be available when an agent appears to need assistance. Perform QA of calls and develop an improvement plan if needed.Providing training to new hires.

Customer Service and Tech Support for Cable, Internet, and Phone / Billing Customer Care / Sales Advisor.Determining requirements by working with end customers.Answering inquiries by clarifying desired information; researching, locating, and providing information.Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; providing technical support; escalating unresolved problems, but trying to achieve First Call Resolution (FCR).Fulfilling requests by clarifying desired information; completing transactions; forwarding requests.Selling additional services by recognizing opportunities to up-sell products/services; explaining new features.Keeping equipment operational by following established procedures; reporting malfunctions.Enhancing organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.