• Manages Chinese and Filipino helpdesk support agents. • Operations Management:o Monitors operations running smoothly to successfully maintain the 97% daily service level target set by the client and the management.o Acts immediately to deploy resources/solutions to meet service conditions such as call increase incidents due to regional cable breaks.o Ensures manpower scheduling to cover a 24/7 service availability for all languages supported (English, Mandarin, Cantonese).o Provides instant support to the agents when they need it during escalated calls.o Provides training, refresher courses, and constant reminders to agents on products, procedures, and company standards.o Relay business information from the clients and the company to the agents as well as clarify agent queries.o Sources and interviews local Chinese and foreign all vacancies caused by attrition. • Staff Performance Managemento Motivates, reviews, and coaches agents to prioritize service to meet company KPIs and surpass their individual targets.o Prepares staff performance summary for the management’s reference.o Builds and maintains team spirit. • Service Performance Managemento Prepares daily call statistics reports for submission to the center managers and the clients.o Prepares monthly statistics summary with business highlights for account manager’s evaluation.

Monitor calls to and from customers to oversee and maintain the team’s quality of service. Maintain Team Performance Metrics; monitor performance, production, attendance and punctuality records and review of staff. Motivate staff by reinforcing the core principles of ownership, value, efficiency and respect.Previous positions held:• DELL CTS Service Leader / Coach – PortablesAug 2006 – Oct 2006 (inbound)• DELL CTS Service Leader / Coach – Transition TeamJune 2006 – Aug 2006 (new hires inbound)• DELL CTS Service Leader / Coach – PortablesJan 2006 – June 2006 (inbound)• DELL CTS Service Leader / Coach – NTBT QueueNov 2004 – Jan 2006 (outbound)• DELL L2 Resolution Specialist / Transition Mentor / Resource Trainer (September 2004 - November 2004) Performs L2 Resolution Specialist / Transition Mentor duties. Conducts up-trainings/roll-outs needed for all teams as required by the client. Attends T3 (Train the Trainers) conference calls for new products, client tools and policies that the client would like to roll-out.• DELL L2 Resolution Specialist (RS) / Transition Mentor (June 2004 - September 2004) Assist and guide the new hires from product training before they hit production. Maintain, Communicate and Monitor performance standards, production attendance and punctuality of staff. Assist staff in handling unusual difficult situations.• DELL CTS Technical Support Representative (May 2003 - June 2004)Support inbound calls from customers located in North America and its territories. Resolves technical issues from both portable and desktop systems. Meets target metrics that are required by clients.