• Cultivated contractor's growth and development in a one-on-one environment including mid-year and yearly employee evaluations.• Effectively prepared documentation and job aides for help desk processes and sales applications. • Created and presented classroom and online training coursework for the sales processes.• Effectively communicated with team members to maintain clearly defined expectations; managing the team's time, projects, escalations and delegation of responsibilities.• Developed and implemented Methods & Procedures for multiple call centers within the organization.• Rolled out new call tracking tool in six months to provide better tracking and reporting of customer issues.• Monitored the daily call activities of multiple customer support teams.• Exceeded corporate target for customer satisfaction for two years in a row with average customer survey results of over 95% and average speed of answer less than 20 seconds.• Routinely prepared and evaluated CRM reports and call tracking reports to identify problems and areas of improvement.

Work Summary Details• Cultivated contractor's growth and development in a one-on-one environment including mid-year and yearly employee evaluations.• Effectively prepared databases, documentation and job aides for help desk processes and sales applications. • Created and presented classroom and online training coursework for the sales processes.• Effectively communicated with team members to maintain clearly defined expectations; managing the team's time, projects, escalations and delegation of responsibilities.• Developed and implemented Methods & Procedures for multiple call centers within the organization.• Trained employees and sales teams on applications, the processes and procedures.• Rolled out new call tracking tool in six months to provide better tracking and reporting of customer issues.• Exceeded corporate target for customer satisfaction for two years in a row with average customer survey results of over 95% and average speed of answer less than 20 seconds.• Routinely prepared and evaluated CRM reports and call tracking reports to identify problems and areas of improvement.

• Customer Support Analyst; provided reviews of helpdesks within the sales organization. • Presented training sessions for the Sales organizations; including IT and the helpdesks. • Tailored the AT&T ticketing tool to highlight the new eCRM Oracle (Siebel) application’s support. • Analyzed and developed SLAs for the workflow processes. • Worked as liaison with the Tier 2 support and the Developers to resolve defects with the sales team’s applications on the Laptop, the IPAD and IPHONE. • Served as Subject Matter Expert for the eCRM Oracle (Siebel) customized databases and applications. • Provided monthly and annual reviews of the team leads and agents accomplishments