Manage over 20 employees.Spearhead recruitment for Call center staff.Drive prioritization and roll out for all web marketing initiatives Provide recommendations and execute strategies in coordination with SEO goalsGrew department revenue over 400% Generate and analyze metrics looking for trends; examine data and make recommendations to vendors to evolve lead quality to maximize effectiveness and achieve defined KPIsDesign Marketing scripts and training programs to maximize opportunitiesRedesigned procedures and reporting that allow management to better see and evaluate performance in various departments within the organizationCreate/implement constant evolving Contest/Programs/Games to celebrate staff performance and maintain moraleExcellent motivator determined to drive a positive, yet professional work culture

Managed over 500 employees comprised of local and remote staff located in the USA, India, Philippines, Dominican Republic, Venezuela and Jamaica.Managed several BPO Project Managers to ensure quality and adherence to company SOP.Managed tier 1 technicians (customer service), tier 2 technicians and tier 3 technicians (escalation technicians)Managed product support for companies Malware solution and Panda Anti-virus.Created and implemented company documentation such as: Procedure manuals, user guides, Technical publications and KB database.Planned and coordinated all operational activities including management of service levels, new operating releases and problem escalation.Designed and developed text messaging campaign that would alert customer when work was completed or interrupted.Spearheaded development and implementation of automated tools to increase quality, productivity and cut cost for the company.Created Tech Ranking and bonus structure to increase efficiency while maintaining a high level of quality and promoting a positive work environment.Instrumental in creation of 2 offshore BPO vendors reducing cost by almost 50%.Developed and improved technician metrics through reports that I created from raw data combined with enhanced quality standards, agent ranking and deploying strong, long-term QA integration strategies.Created and implemented training for Microsoft certification for all technicians.

Managed over 100 employees providing 24/7 technical support to home users and small businesses.Developed and documented procedures on how to remove 0 day infections.Constantly streamlining and adapting processes based on current threats.Created procedures on how to diagnose and repair computer issues ranging from basic to advanced troubleshooting steps.Train and develop staff including sales personnel for the purpose of instructing end users and clients.Develop job profiles and source candidates; select, interview and hire employees.Assisted in development of content for company website.Designed, created, and implemented support processes, including SLAs and escalation procedures for ensuring efficient incident management.Created and implemented metrics to drive productivity and profitability.

Troubleshooting issues regarding STOPZilla software.Number one in department in upselling lifetime subscriptions of STOPzilla.Resolved issues software could not by taking remote control of customers’ computer.Replied to over 100 emails daily, while taking live chats and answering phone calls.Recognized that software would not install in safe mode, worked with development team to correct that.Instrumental in improving STOPzilla product by working closely with developersWithin 12 months of being with STOPzilla, I was offered to head up my own department and create it from the ground up (smartsupport).

Made shift supervisor within first month of employment.Quickly established myself as a valued “go-to” team member on challenging sessions.Played integral part in company offering support as a paid service to customers.Exceeded any and all sales records within company.