Maximizing profits, production and quality while balancing constantly revolving work conditions and volume for multiple clients. Training, coaching and figuring out schedules for up to 40 agents, that meet the business unit needs while maximizing profits. Within 1 month on my 3rd contract (in December 2019), I helped increase efficiency, productivity and quality across the entire team, making our group the most profitable and maintaining that production ever since (through January 2023). This is my 3rd contract and on each one I have led the teams I have been in charge of to the top spot in our company/business unit within 1 month--producing the most revenue, profitability and the best margins--while maintaining company/industry standards for quality.

My proven track record of strong leadership skills and driving results resulted in a promotion to help manage the growth of a new, central focus, of the company. I was moved to help expand an in-house LOB, OneSupport (sales division), due to my exceptional ability to drive results, in January 2018. Since then my team has led the entire BU in total profit and revenue, and finished in the top two every month, in terms of profit margin percentages for over a year now. I have helped the company grow from about 7,000 active customers when I started in 2018 to over 22,000 current active subscribers in less than 2 year on the contract (currently October 2019).

The first business unit that I managed a team on was a telecommunications contract, from March 2016 thru January 2018. During that time, I led the entire business unit in every statistical category from total revenue, profit margins, to "quality" measurements. The team I managed led the company in "Gross Profit" and "GP %", "Operating Profit" and "OP %" and total revenue produced. The team that I managed was about 10 % more profitable than the next closest, in terms of margin percentages, but nearly 1/3rd more in overall profits.I accomplished these results by preparing and understanding the business models that succeed and the need to be sustainable over long periods of time. I have excelled at driving profit margins as a Team Leader by managing my teams to produce results at a high level and that is a result of me having a strong understanding of how to produce results in the areas of "Gross Profit/GP%", "Operating Profit/OP%" and overall revenue. I manage my teams to success by having excellent written and verbal communication skills, having an ability to motivate and appropriately coach my agents, and by displaying an attention to detail with the ability to multitask and work independently. I am also an analytically minded person with a natural ability in breaking down operational metrics to help drive improvements to our product and support offerings. Lastly, I possess the ability to improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and procedures.

Taking inbound calls assisting customer with technical support needs, from networking to basic education and knowledge. I also handled escalations and advance issues for our client by reaching out directly to customers with unique and challenging technical support needs or escalations they needed addressed.