lead the team and directly give information, report, and did negotiation while meeting with clients. This project has the highest incoming call (up to 500 incoming calls in a day with 8 agents. Because of that, the quality score decreased. I help them to refresh and update product knowledge, I also train them how to speak patiently and make customers being easy to understand. After 4 months in this project, I can make them achieve the target and client being satisfied. I resigned on July 2019 because I am moving to Taiwan.