Has wide experience in Vendor Management and BPO industry managing Customer Satisfaction, Sales, and Retention ⮚ Develop Agents, SMEs, and Support Team of the center to ensure customer satisfaction, improved call efficiency, ensure first call resolution, low abandonment, improved employee product knowledge and training, and increased revenue ⮚ Continuously find and create solutions/actions to meet and exceed client goals ⮚ Experienced contact center professional with more than 9 years in operations and client management. My experience crosses several support types: Customer Service, Sales, and Technical for IB, OB, voice, e-mail, and chat ⮚ My goal is to develop and drive each member of my team to their full potential to help meet and exceed organizational goals

Supervised, developed, motivated, and coached 10-15 sales consultants at a time, as a Team Leader. ▪ Consistently exceeded sales goals and other metrics set by the client. ▪ Creates and delivers performance appraisals for the sales consultants on a quarterly basis. ▪ Daily/Weekly Reports, Action Plans (PDD), Coaching Documentation through IPS (Interparallel session) and PSM (Professional Success Meeting)

Bachelor of Science in Business Administration