Liaison between Service Desk, Sales Operations and Advance Services.Identify areas for improvement and developed solutions.Represent customer needs to post-sales support teams and applicable organizations.Perform technical support, troubleshooting, resolution, field service scheduling and dispatching.Reduce redundant escalations, set customer expectations and enhance customer experience by helping bridge gaps between Sales Operations and Service Delivery for new customer… Show more Liaison between Service Desk, Sales Operations and Advance Services.Identify areas for improvement and developed solutions.Represent customer needs to post-sales support teams and applicable organizations.Perform technical support, troubleshooting, resolution, field service scheduling and dispatching.Reduce redundant escalations, set customer expectations and enhance customer experience by helping bridge gaps between Sales Operations and Service Delivery for new customer accounts.Planning and acquiring resources, growing an International team, training & facilitation experience with employee development by leveraging technology to facilitate learningOutstanding client relationship management resulting in contract renewal Show less

• Managed daily support center operations.• Managed 45 phone agents and five Team Leads.• Developed and implemented staff training and mentoring programs.• Implemented customer quality procedures.• Dealt with customer issues in a courteous manner.• Monitored staff calls for quality assurance purposes.• Approved time off requests and prepared staff schedules.• Provided initial training for each new call center project.

• Vast knowledge of project management procedures • Familiar with the use and maintenance of communication systems and dashboard tools • Solid understanding of quality assurance practices • Strong ability to handle multiple tasks efficiently • Solid verbal and written communications abilities • Excellent motivational skills