1. Managed an offshore team of approximately 25 agents plus their leadership team2. Facilitated call center outsourcing while training new agents and new leadership on the processes and procedures of our company.3. New responsibilities included managing new projects that were being tested and pushed to production4. Worked directly with development teams to ensure a complete understanding of the new product5. Ensured that development teams understood the needs of customer facing teams for the new product6. Ensured that appropriate documentation was created to facilitate transfer of product from development to testing to production7. Managed multiple ongoing products while keeping track of the development stages of each and tracking progress with all involved teams8. Ensured that management was kept up to date with current status and any slowdowns in progress9. Ensured that all customer facing teams were trained on the new product a minimum of 2 weeks prior to the product going live in production.10. Monitored all offshore staff for quality calls and tickets11. Ensured that security related calls and issues were monitored to protect company and client data

1.Provide World Class customer support to customers. Provide technical support on a wide range of products for National and International customers. Products include but are not limited to: MS Office Suite products, PC HW/SW, & numerous web applications.2.Manage a team of 20+ individuals incl full time permanent, and consultants, recognizing what each member brings to the team.3.Ensure that as each new product is released that I am self-motivated to learn the product in order to be able to manage and troubleshoot successfully.4.Coach for quality on Calls and Tickets.5.Create monthly statistics for Agents to ensure that they have benchmarks in order to maintain a high level of customer service.6.Monitor Calls, providing agents feedback on their calls on an ongoing basis.7.Supervise projects delegated to team members.8.Respond to E-Surveys, speaking to customers to reassure that quality and World Class Customer service is essential at DTCC.9.Manage individuals that are working from remote locations to ensure Business Continuity, ensuring that Call & Ticket Quality and agent stats are maintained.10.Manage employees from other locations in the absence of local management.11.Provide yearly reviews to agents in order to provide the agents with their improvements throughout the year and an improvement plan for those areas that require a higher level of quality in order to maintain excellent customer service.12.Train new hires on Processes and Procedures, providing them the technical skills in order to be a quality CSC agent13.Train agents on incoming products14.Responsible for taking the lead on escalated issues and ensuring that the correct personnel is involved in the troubleshooting and resolution of any production outages.15.Responsible for taking escalated calls from customer’s.16.Monitor Daily Apropos reports to ensure that agents are maintaining the required statistics to ensure that there Customer Service levels are World Class.

1. Provide World Class customer support to Internal and External customers. Provide technical support on a wide range of products for National and International customers. Products include but are not limited to: Microsoft Office Suite of products, PC Hardware/Software, numerous, proprietary, web applications which requires a working knowledge of how each product is managed.2. Consistently ensure that as each new product is released that I am self-motivated to learn the new product in order to be able to manage and troubleshoot the product successfully.3. Extra projects include: M1. Provide World Class customer support to Internal and External customers. Provide technical support on a wide range of products for National and International customers. Products include but are not limited to: Microsoft Office Suite of products, PC Hardware/Software, numerous, proprietary, web applications which requires a working knowledge of how each product is managed.2. Consistently ensure that as each new product is released that I am self-motivated to learn the new product in order to be able to manage and troubleshoot the product successfully.3. Extra projects include: Member of the E-Mode (Emergency Mode) Team, Web Triage Team, Mainframe Triage Team, and CSC Intranet Site Creation/Maintenance Team.ember of the E-Mode (Emergency Mode) Team, Web Triage Team, Mainframe Triage Team, and CSC Intranet Site Creation/Maintenance Team.