Since 2011 I've been working for the Business contact center Industry; throughout these years I've learn a lot by been in various positions within the company such as: Quality Assurance, backup Team leader, Trainer, Fraud prevention Analyst, Policy security analyst, Data analyst. All of these positions and years of l was able to learn a lot about the importance of working as a team, and that is the way to achieve goals, never forgetting your target as a team and also as a leader, to get your team from where you are and where you set your goals with the help of various methods such as the root cause analysis and S.M.A.R.T action plans. Focused, hard work is the real key to success. Keep your eyes on the goal, and just keep taking the next step towards completing it and always ensuring everybody's satisfaction