Provide leadership and direction to my Call Center team, including setting goals, monitoring performance, and developing and implementing strategies to improve productivity and customer experience and delivery, for both in bound calls and chat team.Manage day-to-day operations of the Call Center, ensuring that all service level agreements and performance targets are met or exceeded.Ensure effective communication with the team, clients, and other stakeholders, responding to inquiries, concerns, and feedback in a timely and professional manner.Develop and maintain policies and procedures for the team, ensuring compliance with industry and client standards and best practices.Coordinate regular training and coaching sessions for the team, ensuring that they have the knowledge, skills, and tools they need to provide excellent customer service.Monitor and evaluate team performance, analyzing data and identifying areas for improvement.Collaborate with other departments within the organization, such as IT, HR, and Finance, to ensure that Call Center operations are aligned with overall business objectives.Manage budget and resource allocation for the Call Center, ensuring that resources are used effectively and efficiently.Ensure that Call Center staff adhere to ethical and professional standards at all times, and that they maintain a positive and respectful working environment.Stay up-to-date with industry trends, technologies, and best practices, and incorporate them into Call Center operations where appropriate.

Responsibilities include Daily Operations of Spectraforce Technologies Jamaica, managing a team of hard working recruiters. Working along with supportive teams to ensure candidates are selected and hired for contingent positions that are assigned to the Jamaica Team. Manage local vendors and contractors ensuring general office operations are conducted as efficiently and effectively as possible. Recruit local recruiters to join the Spectraforce Jamaica team facilitating training and on-boarding.

• Strategic Business Unit Management of call center teams with direct responsibility for P & L and Client-Vendor relationships, while maintaining profit margins. • Launched and managed call center teams to meet and exceed key performance indicators and service level agreements• Led inbound customer service for health care teams, for US based fortune companies RxAmerica and BlueCross as well as a collections team for CMI and Woodforest National Bank and a team for Andiamo (now Dasheroo) and NCR

Specializing in Java programming I was part of a dynamic team of software developers and programmers who developed and wrote a fully Automated Advertisement System for BMW Car Dealers in Germany. We integrated all the steps required for the publication of magazine advertisements and promotions as well as feedback polls making the process as easy as a button click!

Stationed in Ocho Rios St. Ann Jamaica directly responsible for providing Cruise Ship Passengers and Visitors to our offices information on accommodation, transportation, attractions, shopping and all other activities available