Leads a team of up to 40 agents, regular duties include overseeing ABS, QA standards and KPIs. Disseminates key information and metrics, as defined by the client, throughout the entire organization.• Delivers to the client requested information in a timely manner; meets and exceeds client deadlines.• Team Leader; Works with Operations, Quality Assurance, Training and Information Technology to insure all new and existing account phases are completed and that all support process is identified.• Analyzes current performance trends and identify ways to improve overall performance.• Speaks with and documents to clients on a regular basis in order to verify, clarify, or record understanding and directions. • Responsible for developing the project plans outlining the scope of work and timelines for completion of project.• Implements all details of the client's contract.• Makes presentations to clients and internally as needed.• Thrives as a team player in a fast-paced, high-energy, change-oriented environment.• Performs other related duties and assignments as required and as assigned by supervisor or manager.• Thrives as a team player in a fast-paced, high-energy, change-oriented environment.• Assist Human Resources with calling potential candidates for open positions, ask questionnaires and determine experience and eligibility as needed.• Review and Submit and Time Adjustments for Employees in a timely manner for payroll to process.• Assist Employees with submitting necessary documentation to Human Resources regarding LOA and/or FMLA requests. • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations,etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.

- Use procedures tools and manuals to provide support on iOS and Mac devices.- Gather customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.- Maintain updated knowledge of company products and services to better provide support.-Reassure customers when delivering product diagnoses and potential solutions. - Mentor new hires, assessed performance, and developed training strategies

- Acts as the first point of contact for customer requests and queries related to audits requiring extensive phone and email interaction with policyholders, agents, and 3rd parties. - Coordinates request activities with various departments to ensure efficient and quality service including but not limited to Underwriting, Billing, Premium Audit, and Claims.- Routes requests and submissions using appropriate systems for assignment and resolution. Accurate and timely documentation of required transactions and customer interactions. Identify gaps in workflow and make recommendations around improving processes.

Leads on-site training sessions, coordinates workshops, and develops programs.● Regularly worked cross-functionally to align● Consistently exceeds CCC KPIs related to average handle time (AHT) and QA metrics. Employee of the Month (2)● Partner closely with senior leadership to enable growth in various LOBs.Technical Support: Effectively resolve high tension situations, troubleshoot internal applications specific to the business; document resolution or problem fixes and promote to corporate knowledge base.

Lead 5 supervisors and a team of 100 employees at one of the top ranking stores in Coloradoand help develop the Just for U program which increased customer retention by 25%.● Devised and executed strategic recruitment and staffing plans forthe entire organization including part-time, full-time and seasonal staff.● Responsible for problem resolutions identifying, diagnosing and evaluating issuesand inquiries for new supervisors.● Spearhead the launch of the Austin Bluffs Site, transitioningkey personnel, imaging the clients experience on site, setting KPIs (Sales benchmarks).