Experience

• 

  Sutherland

  Feb 2013 - Jan 2017

  Subject matter expert

  • Started off as a Tier 3 Technical Support for an ISP before being promoted as a Subject Matter Expert. • Deals with Advance Technical Issues for Connectivity. • Provides support to Level 1 TSRs. • Provides suggestions for system improvements during monthly Client Meetings.

• 

  Boxbrownie.com

  Sept 2017 - May 2021

  • Manages and grows a team of both office-based and remote-staffs across Mexico, India, Australia, South Africa, Brazil, and different areas in the Philippines. • Communicates with the client directly for product/process improvement plans, analytics, and assistance in growing the business through offshoring and managing remote workers. • Answers escalated queries through calls, chats, and emails. • Calls and onboard critical and VIP US clients endorsed by HQ. • Oversees regular Monthly Coaching and Review of staff members. Show less

  • Customer Service Executive Manager

    Oct 2020 - May 2021

  • Customer Service Supervisor

    Sept 2017 - Oct 2020
• 

  Connext global solutions

  May 2021 - Oct 2021

  Service delivery manager
• 

  Boxbrownie.com

  Oct 2021 - now

  Production manager