Led and developed a team of 10 Internal Monitoring Specialists and Trainers; ensured productivity, quality, and training for over 200 agentsDirectly worked with Senior Managers, Production Managers, and Supervisors; conferred also with Best Buy Account Managers to discuss about business plans around quality and trainingWorked with other departments including Business Reporting Team that submitted daily reports such as performance, quality, and comp plans; Work Force Management, which handles schedules, attrition, efficiency and call routingEnsured all agents provided exception customer service to clients by monitoring agents daily, holding daily calibrations with production team, weekly calibrations with other sites and Best Buy clients, reviewing and coaching on customer service surveysMade certain that all information in new hire training classes were updated and effective; led any additional training the site needed that was identified internally or requested by clients

Developed Supervisors by creating, coordinating, and implementing training programsResponsible for outsourcing training companies to develop Supervisors and ManagersCoordinated and managed Management Preparatory Program and graduationsAuditing Peak Performance binders, which is vital in the development of Supervisors and agentsResponsible for interviewing and hiring agents; aided in ensuring training classes were filledTrained all Supervisors on interview processes and skillsCreated new processes in HR such as interviewing requirements, documents, and process