SITEL Responsible for the day to day supervision of a team of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance and the behaviors observed following the Leadership Academy ideals set by AT&T Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs and financial expectations Communicate expectations to employees and provide timely updates Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training

Generate revenue through consistent coaching of Team Leaders and agents on effective sales methodologies and lead generation Monitoring productivity and optimizing procedures to reduce cost Overseeing multiple accounts; Telecommunications, Internet Satellite, Durable Medical Equipment, Smart and Home Security Employee engagement Developed training modules, Quality monitoring and Coaching methodologies needed by the different programs Handled Digital Marketing and Advertising, Campaign Acquisition and Social Media presence in behalf of the company

CONVERGYS Responsible for the day to day supervision of a team of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs and financial expectations Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls, email and chat as needed Fraud Early Warning - Fraud Detection Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Team Management o Customer Focus - RSAT Representative Satisfaction o Quality Decision - Decision Effectiveness against Fraud o Driving Performance - RSAT, AHT, Quality, Complaints Capture o Ensuring Accountability and Ownership - NO dollar loss o Developing Talent - Agent Development Plan Driving Engagement - RNR, Feedback and Feed forward

DELL Landing Queue CONVERGYS Essential Functions/Core Responsibilities Responsible for the day to day supervision of a team of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs and financial expectations Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls, email and chat as needed Computer Hardware Support Conduct Team Meetings Stay current on internal work processes, policies and procedures. Attend required manager development training Team Management o Customer Focus - CSAT Overall Customer Satisfaction o Quality Decision o Driving Performance - Ri1, RDR Repeat Dispatch Rate, RAR Ensuring Accountability and Ownership Developing Talent Driving Engagement Admin Tasks o LOB driven reports Metrics, Productivity, QA o Company driven reports Metrics, Engagement, RnR's Client Calls o WBR Weekly Business Review o Staffing Calls o Productivity Calls Community Service April 2016 - October Team Lead Trainee Onboarding Team Coach

SITEL Provides technical service assistance over the phone for customers Ensures quality customer service by simplifying technical aspects for customers thru the measure of TACRFT/CSAT surveys Complying with the service promise ensuring friendly, effortless troubleshooting procedures. Encompassing troubleshooting in browser configuration, email client configuration, basic computer configuration, software pre-installed and hardware troubleshooting, modem and router configuration, operating system optimization covering WinXp SP2 to Win 8 Auditing basic billing inconsistencies and investigation to determine validity of claims and refund requests Creating and using logical troubleshooting steps to provide ease and swift resolution for technical problems