My role was to manage and motivate the customer service team of front line staff so as to boost the overall performance while simultaneously migrating operations from one outsourced BPO to another.A significant achievement was my role in coaching, developing and motivating staff of four different campaigns namely, Telpacific Phone Card, Cardcall Phone Cards, Hello Mobile and Gotalk Mobile and to optimize their performance, resulting in individual and team goals being achieved and exceeded. • Managing high performance Inbound and Outbound teams• Lead management and generation through digital channels • Maintain Quality Assurance and comply with regulatory requirements• Process improvement through analysis of internal procedures and customer feedback• Evaluating Individual and Team performance• Managing and driving NPS (net promotor score) and FCR (First Call Resolution) deliverables• Conduct interviews and negotiate staff salary / contracts• Conducting coaching and training sessions• Prepare accurate and thorough reports• Effectively negotiating contracts with clients and third party vendors / suppliers

Utilizing a range of methods, I provided full training to all new and existing employees in the use of varios tools and techniques. By continually monitoring and evaluating their performance, I was able to build teams that made a significant contribution to the business. • Developing and implementing highly effective training materials for both new and existing employees • Tested and replicated technical issues using customer hardware and dealt with warranty and returns of faulty hardware• Supported the helpdesk by monitoring cases and handled Ombudsman complaints (TIO)• Ensured sales compliance with ACCC, ACMA, DNC and reported call centre results , call stats, agent performance, complaints• Successfully managed Lead Generation and ViciDial