Leader engaged in the partnership of the iMessage business with Apple Business Chat and The Home Depot; amongst a handful of businesses supporting Business Chat. An innovative way to communicate via your iOS device.

Quality Analyst/Trainer, IBM Global Process Services, supporting Apple Inc.Perform call center monitoring and coaching for the Apple Inc. client, iOS devices, iPhone, iPad, iPod Touch. Lead the administration and enhancement of the Quality Monitoring program to meet the needs of Apple, its customers, and employees. Enhance the Quality Monitoring evaluation process, including forms, calibration, and feedback. Actively used quality management system to compile, track and trend advisor's performance. Communicate with center leadership teams to identify and implement action plans to minimize center performance and observed performance gaps. Analyze call trends and call center training opportunities. Lead in the development of quality coaches and act as their mentor. Facilitate and monitor iPhone training curriculum for new hires by delivering customer service and technical troubleshooting modules for iOS devices along with administering weekly exam. Ability to assess student’s performance in the classroom. Submit weekly process performance reports and attendance reports to IBM and vendor management along with weekly reporting to client.

Call Center Team Leader, Software Support 11/2005 – 03/2010 IBM Corporation, Atlanta, Georgia Responsible for Fulfillment of Team's Service Levels Agreements (SLA), Agent Monitoring and Agent Performance Reviews, Quality Control, Customer Satisfaction, Audits, Agent Coaching and Development, Agent Education / Training, Customer Escalations, Monthly Customer Complaints Review and Presentation, Process Improvements and Metrics Reporting ➢ Exceeded sales opportunity identified during the entitlement process with a $6 mil annual quota, resulting in at least $10 mill in revenue leads for the organization➢ Reviewed all electronically and faxed purchase orders for contractual compliance of technical support service, approval and submission of invoices for payments ➢ Processed contract management of entitlement purchase orders for the renewal or purchase of technical support contracts, from internal and external customers ➢ Drove day-to-day operations of inbound software platform which resulted in the deliverable of 60% of all inbound national calls answered ➢ Effectively exceeded Customer Satisfaction objective with customer’s assessment of ‘Very Satisfied’ while exceeding all team productivity standards➢ Created and implemented a performance matrix to drive desired team results and focus while identifying performance inhibitors or trends➢ Process improvement by developing training package to heighten process differences and increase performance of off-shift environment in support of weekend and holiday coverage➢ Initiated and implemented weekly Intra-shift team meeting to increase team efficiencies and productivity of increasing process changes➢ Coordinated employee performance reviews and monthly quality assurance audits➢ Developed relationships with agents, management, sales team, business partners and other departments to resolve and identify contractual support commitments to customers or sales opportunity

Responsible for Employee Performance Appraisal, Quality Control, Customer Satisfaction, Budget/Finance, Audits, Agent Coaching and Development, Skill Assessment, Education / Training, Customer Complaints, Process Improvements and Metrics Reporting along with other Management Functions and Controls. Implemented and Forecast Effective Staffing Strategies for the Organization's Needs as the Hiring Manager. Responsibilities also included Interviewing, Hiring, Coaching, Development and Training of associates.➢ Process improvement by formulation of training package to heighten process differences and increase performance➢ Zero field or customer escalations for two consecutive years ensuring 100% accuracy of inbound call processing➢ Collaborated with Human Resources to forecast annual staffing needs, schedule interview sessions, identification of special skills requirement, and scheduling/coverage needs as hiring focal for inbound management teams➢ Respond, track and close-the-loop on customer escalations to identify pervasive issues and identification of educational needs ➢ Conducted employee performance reviews, quality assurance audits, award and appraisal programs and merit increases➢ Development and implementation of various career modules to aid the team in the transition of outsourcing of team ➢ Maintained corporate and quality management audit readiness