Direct daily operations for multiple inbound technical support and customer care groups consisted of 500 remote and inhouse employees in 21 states with annual revenues of $12M. Focused on providing world class support and customer service across multiple channels including voice, email, text, and chat. As a Director of Operations I am responsible, for all aspects of the group under my umbrella. This consists of operations, training, workforce management, client engagement, financials, and strategy.

I managed a top performing team of between 30- 40 tech support agents. As an operations manager I worked on multiple accounts. I handled all aspects of their employment including scheduling, coaching, payroll, disciplinary actions, and all other aspects of their employment.Acted as point of contact for multiple clients. Attended meetings and performance reviews to ensure that all teams on the engagement stayed informed of process changes, and goals. Responsible for cultivating a relationship with client, and ensuring that all of their needs were being met.

Senior call center agent providing support for multiple ISPs. As a L2 I provided support for L1 agents via both chat clients, and phone escalation. Was responsible for supporting more complicated clients, and situations. Addressed supervisor escalations, de-escalating difficult situations, and providing solutions for customers. Ran new hire training sessions training newly onboarded agents teaching troubleshooting, and how to interact with customers to control the call while providing a positive customer experience.

Call Center Agent providing tech support for multiple ISPs. Assisted customers in setting up, and troubleshooting internet connections in addition to mail clients. Primary focus on balancing both issue resolution, and positive customer experience.