Coach and supervise a group of occupational employees responsible for in high level support. Provide support, coordination, direction and guidance to the center. Built, lead and managed a team of solution experts to provide support for both onshore and oversea vendors. Team specialized in business continuity, compliance and complex business problem analysis & resolution. Provided Team Leads and Directors of extrapolation and analysis of data Delivered presentations and recommendations to VPs, Directors, Team Leads and Peers Assisted peers with questions, processes, tools, and escalations Performed observations and provide feedback for quality management and development Lead and assist a team of 14-18 individuals in support of other lower tier agents Developed goals and targets with direct reports to achieve measurable success  Conducted all discipline, termination, and team meetings Orchestrated planning and implementation of projects, meetings, fundraisers, and parties Lead in interviewing and hiring process Fostered positive work environment through role modeling, appropriate use of rewards and recognition, respect of people and involving people in the decision making. Effectively represented the team’s concerns, issues and needs to upper level management. Effectively integrated advisors/support staff to enhance the work of the entire team. Acted as a liaison to other departments. Effectively lead through changes in an ambiguous environment. Partnered with the Union to achieve win/win relationship.

 Provide Team Lead and Peers of extrapolation and analysis of data Adjust tools, processes, and metrics for center  Assist peers with questions, processes, tools, and escalations Perform observations and provide feedback for quality management and development Lead and assist a team of 14-18 individuals in perfecting the customer experience Develop goals and targets with direct reports to achieve measurable success  Conduct all discipline, termination, and team meetings Orchestrated planning and implementation of projects, meetings, fundraisers, and parties Assure achievement of customer, team, and individual goals. Promote active employee participation in center processes, teamwork, and development. Foster positive work environment through role modeling, appropriate use of rewards and recognition, respect of people and involving people in the decision making. Effectively integrates advisors/support staff to enhance the work of the entire team. Effectively diagnose and coach individual performance issues within the team, set goals, review and celebrate successes. Inspire and motivate team to continual improvement and achieving maximum performance. Lead FAA repair implementation and ensure FAA team coverage and quality.

Coach and supervise a group of occupational employees responsible for in bound High Speed Internet technical support calls. Provide support, coordination, direction and guidance to the center.  Adjusted tools, processes, and metrics for center  Assisted peers with questions, processes, tools, and escalations Lead and assist a team of 15-18 individuals in perfecting the customer experience Developed goals and targets with direct reports to achieve measurable success  Conducted all discipline, termination, and team meetings Orchestrated planning and implementation of projects, meetings, fundraisers, and parties Stand up Team Lead when they were out of the office Assisted Team Lead in grievance process and interviewing and hiring Fostered positive work environment through role modeling, appropriate use of rewards and recognition, respect of people and involving people in the decision making. Performed case preparation for union grievances. I was center project lead to resolve poor customer experiences, Contingency Planning team, Repair Software Beta Testing, and Proactive Customer callback for Resolution.

Serve customers and assist with their technical needs ranging from phone service to high speed internet.