- Qwest ISP (US Based)

• Quality Check of voice calls (Philippines Support Center) for behavioral issues, technical resolution errors and knowledge & training gaps.
• Providing feedback to the defaulter.
• Worked as an Acting Business Developer.
• Attending conference calls with US clients and Philippines center Team managers.
• Preparing Quality trends and data as per the technical engineers and per team (Philippines Support Center).
• Preparing training documents according to the Quality data.


Achievements:

• Received an award for the Most Improved Performance of the Year.
• Received Champ of the Month award continuously for 5 months.

- HP Printers
- Verizon ISP (Internet Service Provider)

• Providing technical support for the projects like HP (Printers) and Verizon (Internet Service Provider).
• Achieving maximum Customer Satisfaction.
Achievement
• Received Certificate for the Most Improved Performance during training.

- AT&T (LNP- New Connections, Prepaid Connections)
- Vonage (New Connections)
- Nuvox (Directory Listings B2B Yellow pages/ White pages
Disconnection of the Lines) Critical Processes
• Managing Team Productivity and achieving SLA.
• Handling a team of 30 employees including Team Lead/Trainer/Quality In charge
 Grievances
 Attendance - Roster/Leave approval
 Employee motivations
 Quality Data
 Feedback
 Re-Trainings
 Conducting Team Huddles
• Business development and brining new projects
• Preparing Reports daily/ weekly/ monthly.
• Hiring New Employees.
• Training New Employees.
• Getting trained on new Projects from US Clients.
• Preparing and updating M&Ps (Methods & Procedures)
• Managing Healthy relationship with Client through Conference Calls, Chat messengers and Emails.
• Handling administrative work for the team.
• Successfully Transitioned 2 projects from US and handed over to Operations team after making it a success.

Achievements:

• Continuous progress along with the Company, I joined as a Data Entry Operator and left as a Shift Supervisor and an important part of Business Transition Team. We started the company with 50 employees with 1 project and we were 700 employees with more than 10 projects when I left the company.
• Initiated an Automation project with the help of our IT Team which resulted in less time processing an order and Increased Productivity.