• Managed all aspects of the operation to meet client targets• Oversee my own Line of business with a FTE of approximately 208 agents, 9 Team Leaders, 3 acting Team Leaders, 1 Operations Manager, and 1 developing Operations Manager• Developed and shared best practices company-wide to align with objectives and quality standards• Monitored random calls to improve customer satisfaction• Coached, led, and developed Team Leaders to ensure they met or exceeded expectations• Ensured accurate payroll to mitigate pay queries• Reviewed performance weekly to identify outliers and provide support to achieve desired goals• Handled customer and client escalations• Trained and mentored high-performing team through regular performance reviews, individual feedback, and professional coaching• Increased customer satisfaction ratings by providing speedy resolutions• Streamlined operations to consistently meet targets• Recruited and hired staff for organizational vacancies and enforced consistent policies across the workforce.

Mobile pre-paid and post paid Customer service representative

Home phone and broadband sales specialist