Managed a team of Technical experts on high end Dell computers. Focusing on internal job opportunities, Customer service, soft skills, technical skills and people development. Also given Pilot projects on new tools that needed feedback and insight on every day usage by 500 hundred technical agents. Enforcing process and procedures that are changed often in a competitive environment.

Training Manager¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬Responsible for managing a team of Supervisor’s who take full accountability to lead support and develop a team of CSR’s interactions with our Members. I was responsible for coaching and motivating new hires as well as communicating feedback, to ensure the new agents are well prepared to answer technical questions with strong customer service skills. Communicating expectations, analyzing data, stack prioritizing and actioning both individual and team results. Promoted organizational goals and meeting of performance targets.

Bell - Get Connected ManagerOutbound team of 24, committed in getting first time members who receive there Sympatico internet kit getting connected on first call resolution. Working closely with the Slippage Department in making sure we get members connected with in 30 days to avoid negative impact on the company and leaving the customer with a bad taste in there mouth, Practiced team leader skills by educating CSR’s on strong customer service skills and retention approaches to retain member at all cost.Workforce Management Shared accountability to effectively meet our service level agreement and effectively managed staff deviation and on going training for all lines of business. Lead a team of agents on different tasks given to them and continue to do their everyday chores. Coordinate all front line force scheduling activities, i.e. scheduling training, employee development, exception reporting.