•Successfully supervised over 100 staff at call center.•Coached and motivated team to meet monthly performance goals for customer satisfaction, quality and Key Performance Indicators.•Randomly monitored calls to ensure optimal service results are achieved identified training needs and organized training sessions.•Experience with multi-tasking a variety of projects.•Reached monthly, quarterly and annual call center customer service targets in line with company strategy.•Administrated all personnel decisions such as interviewing, hiring and firing. •Overviewed call center process and reports including abounded calls, 80/20 and average handle calls.•Organized staff’s scheduling including shift patterns and the number of staff required.•Checked the wait time for customers on hold to make sure they are not waiting unreasonably long.

•Ensured script was always followed by team members when on the phones.•Ensured that customers’ problems are resolved properly and quickly. •Excellent leadership skills when resolving customer’s complaint issues.•Trained new call center members to always meet the team’s high standards.•Demonstrated experience in performance managing team members and motivating staff to achieve individual and team KPI targets.•Completed all required paperwork and documentations.•Created team policies.

•Improved communication skills while providing technical support and excellent customer service.•Handled customer’s issues on first call.•Completed all call information according to standard operating procedures.•Worked as a team player in a fast-paced, high-energy.