Lead team in IVR request management, optimizing caller experience and routing accuracy.Implemented AWS contact center for 10,000 agents in under a month, ensuring seamless migration.Enhanced call routing with dynamic pathways, improving efficiency using DynamoDB and Lambda.Integrated various third-party solutions, enhancing system functionality and user experience.

Managed Cisco UCCE to optimize call routing, boosting customer satisfaction.Customized CUIC reports to extract valuable insights, improving performance.Enhanced system configurations, leading to efficient contact center operations.Working knowledge of SQL, CCMP, CVP and ICM scripting.

Managed IT vendor relationships, ensuring seamless call center operations and integration.Led successful implementation of new call centers, enhancing operational capabilities.Oversaw business analysts, optimizing IT team efficiency and support.Documented and managed key IT categories, improving access and configuration processes.

Led and coordinated large group activities, enhancing cross-team collaboration.Implemented process improvements, achieving substantial efficiency gains.Updated documentation for OS IT and call centers, ensuring accuracy and compliance.Resolved application issues, collaborating with IT teams for effective solutions.Partnered with BAs at call centers, ensuring task completion and workflow optimization.

Guided junior techs to meet IT goals, improving team efficiency.Collaborated with managers to prioritize and resolve IT issues.Provided on-call support, ensuring uninterrupted operations.Resolved urgent IT problems, enhancing user satisfaction.Conducted hardware repairs, minimizing downtime.

Supervised 15-20 agents, ensuring compliance with company policies and campaign updates.Addressed performance issues, enhancing team efficiency and customer satisfaction.Collaborated with Mentor group to optimize new hire tracking and bonus accuracy.Provided inter-team support, fostering a collaborative work environment.Utilized Excel for precise scheduling and performance ranking, improving workflow.

Guided new hires ineffective call flow and quality service techniques.Reduced average handle time through tailored call handling strategies.Delivered personalized feedback to enhance individual performance.Collaborated with Training to ensure accurate and relevant materials.

Handled inbound calls, delivering technical support to satellite customers.Assisted field technicians with activation, ensuring seamless service.Achieved high customer satisfaction and maintained top performance ratings.