Supporting our Delivery organization's enablement for new service introductions, specifically for Telecom, Residency, Managed Services, and Factory & Rack Integration.

As the Global Residency Practice Lead, I am the main point of contact for the enablement of Residency services globally. I drive problem-solving to address opportunities for improvement in the service and contribute to the development of the offer's future. I collaborate with regional leads to drive process harmonization and coordinate staffing strategies with partner management.

Guiding agents to metric improvement through adaptive coaching.

Providing supervisory and technical support to agents within a call center, including handling technical and service-related escalations, completing data analysis of metrics, coaching agents to improve metrics through proper behaviors, and acting as a subject matter expert on a variety of topics.

Providing Level 2 support to front line agents within a technical support call center, including handling technical and service-related escalations, completing data analysis of metrics, coaching agents to improve metrics through proper behaviors, and acting as a subject matter expert on a variety of topics.Acted as interim Team Lead for the third quarter of FY15.

Providing assistance with case management and customer support to agents in an inbound call center, data analysis to align agents' performance metrics with expectations, and assisting with the training of new employees.

Providing first level software and hardware support to end users and IT professionals within a call center; assisting with training new agents. A+ certified.

Providing first level software and hardware support to end users and IT professionals within a call center.

Supporting the IT needs of BU School of Medicine employees, including Help Desk call answering and troubleshooting, hardware installation, software installation, warranty replacement, and office organization.