Inbound calls from customer's who need assistance with installation or troubleshooting techniques for Quickbooks desktop and Online. I also assisted customer's with troubleshooting via chat. This position has taught me to have a lot of patience and understand everyone learns at a different pace. Tech support can range from a 10 minute call to a 2 hour call. I have found a true passion in helping customer's get the issue resolved in a timely manner.

This was a remote based position in a cell center setting, where I received inbound calls assisting customers with any questions or concerns regarding their mortgage. I worked on dual monitors and utilized Salesforce to verify demographics, assist with payments, mortgage statements and applications for approval of the Underwriting process. I was promoted within a year where I managed a team of 15 agents and helped them exceed metric goals and stay compliant with client requirements. I conducted daily one-on-one sessions to increase overall performance of agents which resulted in revenue increase for agents.

Hired as a collector and had the opportunity to become a mentor in six months. I was so excited to help and see other employees attain their quota's. Within two years I was promoted to supervisor which was a huge accomplishment and gave me more hands on training with management. Fortunate to exceed client goals each month which aided in market share increase of 30%. Position created that allowed me to manage a small team and still collect revenue for clients. Promoted to management full time where I had 20+ direct hires.