Company Business: ISP & Wi-Fi management for businesses, hotels, etc.Create knowledge base for products & services.Train and mentor employees at different levels.Proactively forecast plans, results and challenges.Analyze call flow, business requirements and recommend improvements.Source data to evaluate & monitor AHT, SLA, organizational performances.Monitor performance, analyzed call trends, call volumes, KPIs, etc.Create and maintain reports for stake holders, employees, calls, escalations.Lead weekly and monthly meetings with management and teams.Perform quantitative and qualitative analysis for various needs.Hire, train, monitor and optimiz resources for better results.Accountable for P&L for continuous cost reduction and process improvement.Provide on-call support after office hours & over the weekends.Implement standard response times for emails, telephone communications.Manage accounts payable for outsourced center.

Company Business: Technical support provider for software and hardware.Planned, executed & managed project, HELPPCONLINE, from scratch.Created & analyzed reports from data retrieved from various resource.Ensured job standards, company policies and procedures are followed.Found, suggested and cascaded process related updates to team members.Identified and groomed key resources to take on additional responsibilities.Ensured performance goals & targets met by Sales & Service Delivery. Driven high levels of efficiency in the delegate attention seeking areas.Designed training modules for the product and the process.Provided product and process training to sales and technical advisers. Increased quality and workflow with tools enhancement.Created and maintained content for technical knowledge base.Liaised with banks and lawyers for project improvements, T&Cs, etc.Monitored calls, provided feedback & 9coached team members.Handled escalations for complicated issues and unhappy customers.Supported XBOX, games, modems, wired & wireless routers.Supported software maintenance and installation problems.Solved broadband and VOIP related problems.Resolved virus, emails, browser, software related issues.Troubleshoot software, operating system and network issues.Analyzed existing procedures and suggested improvements.

Company Business: Steel & wrought iron fabrication companyDeveloped online presence with website, social media, advertisement.Aggressively advertised on online and offline Media.Performed quality check and performance improvement.Negotiated product and raw material prices with wholesale companies.Suggested new machines & better raw material for better results. Dealt with Importers from US and German Domex Tradefair.Increased quality and workflow with tools enhancement.