Create an inspiring team environment to exceed expectations by: 1. Ensuring that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis2. Developing the staff to improve efficiency and performance3. Serve as a mentor and coach to the staff and act as first point of escalation for client-specific issues4. Providing clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processesStakeholder Management: 1. Communicate problems clearly and collaborate with business partners to ensure that issues will be resolved quickly with a minimum long term impact. 2. Offer clear and objective alternatives and work with the team to help implement solutions.Set clear goals while delegate tasks.3. Daily communication with clients, effectively communicates action plans and inquiries from clients and stakeholders.

• Capable of explaining complicated telecommunications concepts to non-technical professionals.• Performs well in fast paced, high pressure environments.• Excellent communicator that collaborates with team members and consults with third party vendors to achieve goals.• Proven ability to analyze existing systems and schedule upgrades to increase performance and productivity.• Designed and implemented re- training classes/program for tenured representatives which aims to re-ignite their Passion in their job.• Analyzed and resolved telecommunications billing issues• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

• Oversaw daily activities and supervised a team of Technical Support Representatives who provided support to company’s customers.• Continuously reviews team performance: identifies and appropriately addresses opportunities for improvement.• Responsible for managing the daily operations and achieving the Key Performance Indicators.• Solved all major customer problems/queries that subordinates were not able to solve earlier• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.• Conduct Training that will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues, Internet Connectivity Issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

• Provide technical and network problem resolution via telephone communications with end-users. • Performs diagnostics and troubleshooting of network issues, documents help desk tickets/resolutions.• Guiding users through step-by-step solutions which include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting in navigating around application menus and troubleshooting email issues, Internet Connectivity Issues.

• Resolve customer inquiries by phone, chat or email.• Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve our processes.• Do the right thing for the customer. Ensure that they have the tools and knowledge they need to run their business.• Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve our processes.

Responsible for overall operations of the establishment. Oversee staffing of kitchen and dining room operations; and maintain health, safety and sanitation levels. Established standards for personnel service to customers, staffing functions, training, and interact with customers. Perform detailed clerical and financial duties such as payroll operations, handling large sums of money, and taking inventory. Handling problems and coping with the unexpected are daily tasks.