Currently leads the daily management of a triple-blended customer service team:- Hands on approach in scheduling, headcount planning, and forecast to ensure we meet service levels.- Mentors leaders within and outside the account by conducting continuing training. Manages the performance of individual team supervisors within the program.- Implements clients/partners directives including internal policies. Communicates roadblocks and comes up with creative solutions.- Takes lead in resolving conflict, dealing with uncomfortable situations, and other people-related concerns.- Ensures new requirements, changes, and updates related to support functions are clearly communicated from the leadership team to our front-line teammates.- Takes lead on CS-related functions and projects which also includes customer-facing tasks. Delegates it when necessary.- Foster an atmosphere of collaboration and teamwork by celebrating success keeping in line with the company "fun"culture.Performs and manages the following customer service back-end projects:- Chargebacks and disputes resolution including refunds- Amazon reviews- Agent-facing knowledgebase and customer-facing FAQ articles- CSAT and Quality tools- Periodic CMS review to ensure we regularly update features and contentsProven ability to help potential and existing clients to jump start their customer service teams by sharing expertise on tooling, process creation and improvement, staffing, quality and CSAT performance management, training and coaching, and planning first 30-, 60-, and 90-day.

Responsible for managing a cluster of more than 50 team members. Accountable for the work quality and morale of team supervisors and agents. Mentor and develop both Team Leads and Agents to enable them to realize their potentials. Enforce proper service protocols and procedures for all agents. Formulate ways to drive issues in client relations down to a minimum; ensure compliance for quality assurance feedback and communication logs. Act as the initial management escalation point for issue resolution.Led the "Happy Team"​ whose goal is to plan and execute employee engagement activities during account's high call volume.

Responsible for leading a team of internal quality analysts that focuses on creating action plans for improvement geared towards member satisfaction. Holds post-client classroom training sessions to help agents and team leaders get a good grasp of the importance of great customer service.Acts as the primary resource for all product and process-related questions.

Handles customer service (billing, subscription, retention and account management) and technical support calls for a popular consumer security/antivirus software.Software: in-house, and LogMeIn