Experienced customer service representative for 5 years. Handling complex situation, escalations and other customer related issues. Knowledgeable and optimistic, handles escalated situations regarding resource disputes with Quality and ensuring alignment with the processes. Experienced in managing people to meet the peak of their metrics and assigned tasks. Analyzing key of improvements to have a better outcome including triad coaching with People Lead. Experienced in Daya Analytics.Currently managing 15 resources in my span delivering what is required by the client in all corner of their metrics.