• Oversees Escalations Department across Manila composed of Level 2, Level 3 and Senior Network Analyst Agents for cloud-based PBX solution • Developed and implemented procedural improvements in partnership with Human Resources, Workforce, Training and Quality• Lead the team in achieving business objectives through Support Segmentation, Product Specialization, Product content creation, and Reports automation• All GREEN status on Key Performance Indicators including Employee Satisfaction and Customer satisfaction• Worked as project manager in establishing pilot campaigns (Email Support and Integrations)• Facilitated ongoing development of floor supports and upskilling through floor labs and weekly learning sessions• Improved coverage in off hours and weekends escalations by introducing MoD (Manager on Duty) Process• Achieved an average annualized attrition of less than 3% by creating AHI (Agent Health Index) and Employee life cycle as tools to monitor and strategically address agent’s AFI

Resolves technical concerns over the phone by following prescribed protocols