Performed ALL Telephony related duties along with general IT related responsibilities. Programming, User Support, Process Improvement, Call Center Analysis, Database Management, Database Operations, Troubleshooting, Noble Systems Training, Configurations, Setup & Implementation of ALL IT related functions.

Manage shift workers regarding inbound customer calls and escalations. Call related to Mainframe software programs and applications and customer entitlement calls. First point of escalations for customer concerns and situation management. Handled scheduling and performance matrix reports for shift employees. Ensured security compliance of the team and Six Sigma Certification.

Establish quality assurance compliance benchmarks in collaboration with upper management.Monitor and evaluate staff performance by screening customer calls.Compile and analyze performance data and chart against defined customer service benchmarks of 95% call answer rate and hold times less than 2 minutes.Report quality performance trends to upper management including major issues which could affect business performance and make recommendations for process improvements.Identify relevant quality-related training needs and recommend appropriate corrective action plans and staff trainings. Improve, develop and maintain new call center processes, policies and procedures and perform individual and group trainings.

Serve as project manager for new construction building projects.Develop and monitor project goals, objectives, strategies and budget.Supervise the day to day operations of the project, ensuring project meets time, cost, quality and compliance requirements.Negotiate contracts and purchase orders with subcontractors and suppliers, and secure major material purchases.Coordinate and conduct data management processes, analyze and evaluate data and document project progress and outcomes. Recommend and implement corrective action plans.MANAGEMENT AND ADMINISTRATIONServe as the team leader to an inbound call center with 35 Customer Service Representatives.Supervise call center operations, ensuring the accuracy and efficiency of service, and adherence to established processes, policies and procedures.Interview, hire and train new employees. Supervise, evaluate and retain existing staff. Coach and motivate team members to meet goals and objectives within a defined performance management model.Plan, prepare, and develop work schedules in accordance with budgets and workloads.Review call center statistics to measure staff performance and process efficiency and determine needed improvements. Work closely with management and employees displaying performance challenges to identify areas for development. Establish, monitor and evaluate individual development plans.Resolves software problems expeditiously and with minimum disruption to the system users. Handle escalation processes for complex and sensitive cases.Attend management meetings and play an integral role in departmental decision-making.