I am responsible for overall growth of the business. I manage relationships with our clients, vendors, partners and internal customers. I am responsible for building and implementing our business development efforts. These include but are not limited to sales support, product development, obtaining new and support existing partners and negotiating agreements for future relationships. I am also responsible for building and refreshing our social media presence.

I advocate for Small businesses and Community to help make them grow and become more tech aware

Attend client meetings and internal preparation sessions, and lead client calibrations sessions, for assigned projects. Develop and adhere to a quality monitoring schedule for assigned clients. Work to integrate each client’s monitoring requirements into the WSOL automated system, developing individual client feedback forms and reports as needed. Review Transcription and Data Entry Agent performance as needed. Continually work to ensure that Working Solutions clients are receiving superior quality performance and that all quality guidelines are being met or exceeded. Working to communicate any program updates to QA Coaches and Agents in a clear and timely fashion Providing recommendations on Agents who do exemplary work Encouraging QA Coaches and Agents to always do their best Review evaluations with agents, providing suggestions for improvement in a positive manner. Maintain related information in Agent Tracking System. Prepare contractors and assign projects they will monitor. Meet with team regularly to continually communicate expectations and changes. Coordinate delivery of additional formal instruction with Agent Development Manager and communicate feedback directly with Project Managers as necessary.Suggest project preparation enhancements to Agent Development Manager based on results of performance monitoring. Conduct training on QA forms and other quality issues as needed. Help maintain documentation on all “agent tools”, including Scheduling System, Invoicing System, and Agent Tracking System, ensuring that all internal tools and processes are documented with current requirements. Assist in managing the Agent Mentoring Program. Assist in the development and implementation of new programs when needed, which may include Quality Recognition awards or programs. Help to manage and maintain any quality or sales contests for the Agents.

Conducting skills, technical, management and staff development training courses within business units or groups.Interacting with functional organizations to develop specifications for content of courses.Evaluating the needs and developing new training materials and/or revises current material to ensure business unit or group training needs are met.Evaluating and developing in-house programs relating to training methodology. Working with functional organizations to develop specifications for content of courses.

Responsible for Management of a Level 2 Tech Support Team. My responsibilities included monitoring, scheduling, creating performance reports, motivation, coaching and quality assurance of a team individuals. Received commendation from senior management and was promoted to training for my communication, leadership and motivational skills.

 Manage the day to day call relationship with all Quality evaluators for our outsource partner in India through calibrations. Set up certification criteria for new QA’s who join the team to ensure clear understanding of our measurement and guidelines. Worked with the Employee Development department, Lines of Business, and Management to help mentor and coach agents to be successful phone agents Traveled abroad (India) to help facilitate training classes in reference to Quality standards and product knowledge Help with trend analysis and process improvement based on Quality evaluations. Helped create and modify quality assurance guidelines for support groups.