Experience

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  Worldsource

  Jul 2013 - now

  ● Takes charge of the Operations under the supervision of the Call Center Manager● Manage the team's day-to-day performance including coaching of the Team Leads, monitoringperformance for all clients, and reporting● Take escalated calls if the SME, Team Leads and Supervisor can not resolve the issue● Must be ready to pitch in when all hands on desk is declared● Meet the required level components, standards, and targets● Develop the team to ensure delivery of a consistently superior customer experience by highlyknowledgeable and customer focused support staff and agents● Act as the communication contact between front liners and the management● Offer creative solutions and suggestions for process and product improvement to management● Create an environment oriented to trust, open communication, creative thinking, and cohesive teameffort● Ensure staffing levels are maintained for all clients● Must be ready to join executive and client meetings when required by the Call Center Manager● Assist the Call Center Manager in training and developing support staff● Assist the Call Center Manager in improving the department processes as well as create initiatives Show less

  • Assistant Manager

    Jan 2024 - now

  • Team Lead

    Sept 2017 - Feb 2024

  • Quality Assurance Expert

    Jun 2015 - Aug 2017

  • Patient Financial Service Representative

    Jul 2013 - May 2015