Manage a team who performs all tasks necessary in completion of billing to local clients as well clients across the globe. We also handle Vendor Relations for over the 130 countries Black Box has presence in. Oversee that clients receive excellent delivery of service that meets all their needs.Perform and analyze monthly and quarterly reports to analyze trending data pertaining to the Companies over all goals. I've grown with the company for the past 20+ years!

Managed a team of call center agents to be a pleasant experience as the first contact for Service.Took calls that agents couldn't resolve and was available when an agent appeared to need assistance.Monitored queues and tracked inbound calls. Kept agents aware of inbound calls, calls waiting, abandonment rate, etc.Evaluated, monitored and communicated stats weekly to agentsKept track of attendance, paid time off, sick time, etc.Maintained a database for… Show more Managed a team of call center agents to be a pleasant experience as the first contact for Service.Took calls that agents couldn't resolve and was available when an agent appeared to need assistance.Monitored queues and tracked inbound calls. Kept agents aware of inbound calls, calls waiting, abandonment rate, etc.Evaluated, monitored and communicated stats weekly to agentsKept track of attendance, paid time off, sick time, etc.Maintained a database for forms, checklists, scripts, and basic "how to's" for our system. Agents understood that I could do their job too, but as an effective leader, I didn't have to! Show less

Answered multi-line telephone, fax server & emailed inquiries by clarifying desired information; researching, locating, and providing information to clients.Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Fulfilled requests by clarifying desired information; completing transactions; forwarding requests.