As a Service Desk Manager, my core responsibility lies in steering the service desk team towards the swift and effective resolution of service requests and incidents, ensuring customer satisfaction and service excellence. I oversee the operational effectiveness of the team, guaranteeing that service delivery aligns with the IT department's strategic objectives. My role encompasses the development and implementation of service desk policies, the monitoring of incident response and resolution processes, and the analysis of performance metrics to drive continuous improvement. I am committed to fostering a culture of high performance and exceptional end-user support by providing leadership, guidance, and training to the service desk staff. I also play a pivotal role in incident management, acting as a critical communication link between IT and the end-users, and ensuring that IT support is proactive, responsive, and in tune with the evolving needs of the business. Through regular service reviews, I am able to identify areas for improvement, implement best practices, and maintain a keen focus on enhancing the quality of IT support services.

As an Operations Supervisor, I am entrusted with the overall management of day-to-day operations, upholding company policies and guiding a team to achieve productivity and quality goals. My role involves monitoring team performance against KRAs, setting ambitious yet attainable team goals, and conducting thorough performance appraisals. I am adept at synthesizing complex reports and data to inform action plans and business strategy implementation. A commitment to meeting all program efficiency and quality metrics is central to my approach. I am dedicated to developing technical experts through strategic coaching, feedback, and comprehensive training. My leadership ensures regular team meetings are held, providing essential updates on products and policies. I champion programs that boost employee engagement and collaborate closely with HR to resolve disciplinary matters effectively. My focus always remains on empowering front-line staff with the training and knowledge necessary to continuously enhance program performance.

AT&T Technical Support II- Provide Level II technical support assistance within defined service levels:- Respond to calls/electronic support request from customers on different issue. i.e service provisioning, trouble-shooting of the handset/equipment error, product features, application how to's. - Everyday goal is providing correct resolution to prevent repeat calls for the same issue, conduct follow-up and record all the customer’s interaction, like concerns and solution provided to ensure other department have access to it for future reference; - Work with Team Lead and SME's to identify knowledge and communication gaps and obtain required information or training for improvement.

Lijaka Travel Agency, a company of Mariners Polytechnic Colleges- Deciding how many holidays to sell each season and the resorts/countries to use- Visiting resorts to ascertain accommodation quality and suitability- Liaising with coach operators, airlines, hoteliers and resort reps- Agreeing service levels, contracts and costs- Confirming customer names with airlines/hotels- Collecting, evaluating and responding (as appropriate) to customer feedback-Using market research information to guide decisions- Producing brochures and internet-based information- Providing pricing information- Marketing holidays to clients via travel agents, websites, brochures and television advertising- Handling bookings, invoicing and issuing of tickets- Predicting profits or number of bookings