 • Monitor hourly traffic of calls made from prepaid calling cards• Provide assistance to customer service with for prepaid calling program• Account Management/Client Serviceso Daily communication with over 300 services providerso Provide Feedback to services provided base on the calls traffic to a specific country or destination • Contributing requirements to IT department for customer service improvements for global prepaid calling card program• Provide daily reports to services providers of calls volume • Analyze, and resolve quality issues using statistical methods and root cause problem solving• Attended daily status calls and contributed to all escalated issues • Hire personnel for business operations, interview new staff, communicate job description• Provide training for new hires• Standardize call handling procedures across call center• Daily communication with call center in Dominican Republic as part of operations status• Audit calls and provide feedback to management in Dominican Republic call center• Implement and maintain the process improvement processes, including establishing targets for achieving the company's quality objectives.• Managed, planned, coordinated, and directed quality control program designed to ensure continuous production/service consistent with established standards.

 Attended on Escalated issues Project leader for technology projects with large scope and university-wide impact, directing and integrating the work of other staff. provided functional direction to lower graded staff  Provided individual and/or group instruction and training to staff on computer technologies and communication skills. Provide training for new hires Provide developmental guidance to lower graded staff.  Hire personnel for business operations & perform interviews ISO27001 participated in map audit process  Formulated and maintained quality control objectives, and coordinates objectives with production procedures in cooperation with other managers to maximize quality and reliability and to minimize costs• Created Training Agenda for Canada department: the department was in need of a structured training structure that specified which training was being delivered on a specific date.  Created a quality check list for sales team (Canada sales division): we needed a way to measure the agents were complied with the specified guidelines for that assured customer satisfaction and we created a audit form Created strategy for increase the margin per order: the department was having difficulties in rev per order against an outsourcer which was providing a higher rev per order we found a way to increase the rev per order by selling next business days services agreements.(Green belt Six sigma project)  Performance Management Program Project to help managing agents with a low close rate and margin performance, with this we obtain an improvement over 20%.

 In charge of providing sale service for DELL customers. Telephone service provider and sales consultant  Maintain accurate call logging and tracking into Helpdesk database. Apply communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment. Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems; participates in professional development activities as appropriate. May supervise or provide functional direction to lower graded staff and/or student employees performing the same or similar work.

 Went over the sales attainment.  Apply communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment. Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems; participates in professional development activities as appropriate.