Daily operational management tasks include SL management, efficiency metrics management and coaching triads sessions. Handles up to 300+ strong Customer Service and Technical Support professionals from both AU and US Geo.Overall experience includes Sales, Back Office, Customer Service & Technical Support groups from EMEA, APAC & US Regions covering Technology, Travel & Telco clients on both voice & chat mediums.Reporting Directly to the AVP for Global Delivery.

Site head for sales and back-office business of Jetstar Airways, a prime carrier in Australia. Managed FTE alongside with the site's performance on KRAs, profits and losses. Reported directly to the Center/Overall Site Manager.

As a Team Leader (TL for Samsung America), I was directly responsible for managing product knowledge, profitability, quality, and effectiveness for my team. My daily activities primarily focused on effectively leading and managing a team of TSRs to meet company objectives in all areas of employee, client and shareholder satisfaction. My primary objective as a Team Leader was to meet and exceed set targets through managing operational performance, attendance, and quality of products and services delivered by each TSR within my team. I was responsible for achieving employee, client, and shareholder satisfaction through effective people leadership.

Successfully transitioned McAfee Clark & Tarlac operations.Handled various teams such as callback team, voice and non-voice line of businesses. In the callback team part, the tasks are coaching, performance appraisal and to ensure that all callback appointments will be handled per the timeline. For the non-voice part, I handled a group with up to 15 members catering customers from Europe, Middle East and Africa in a customer service environment using Chat and Email as the medium.

Officially designated as the Subject Matter Expert of Operations for McAfee Inc. particularly handling escalations from frontline supports and providing real-time answers to queries from consultants.

Worked at Sutherland Global Services under McAfee Inc. - a worldwide security solutions provider particularly handling customers from North America Region. Tasks include troubleshooting specifics in terms of the anti-virus software which includes installation, fixing of errors and virus removal.