Armz Agbuya

Experience

• 

  Sitel

  Nov 2002 - Feb 2004

  Level 2 / Resolution Coach
• 

  West Corporation

  Mar 2004 - Oct 2006

  Production Team Leader
• 

  Dell Technologies

  Nov 2006 - now

  Leads regional (North America) cost savings initiatives through dispatch process optimization and improvements. Engage with Dell's end to end process chain to drive efficiencies within the process. Represent and manage improvement based programs in NA Basic technical support. Responsible for driving Total Solutions (Resolution Tied-Selling) and RDR (repeat dispatch rate) to meet goals. Extensive analytics required to drive root cause/ corrective actions. Manages a team of Subject Matter Experts on Resolution, Case Management, Call Quality improvement, and Sales opportunity generation that supports about 400 front-line agents for NA SMB & Consumer customers.

  • Quality Principal Engineer

    May 2017 - now

  • Project Program Management Sr. Advisor

    Nov 2014 - Apr 2017

  • Project Program Management Advisor

    Mar 2014 - Oct 2014

  • Technical Support Manager I / Resolution Specialist Manager

    Aug 2010 - Feb 2014

  • Technical Support Supervisor

    Nov 2006 - Aug 2010