Experience

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  Ibm global process services

  Jan 2010 - Mar 2015

  • Modifies Operations as needed to meet Service Level Agreement• Guides individuals toward goal achievement using negotiation, teamwork, collaboration, motivation and staff development skills• Monitors, identifies, and resolves performance/ behavior/ attendance issues using prescribed management techniques• Coaches and develop action plans which maximize performance and provide effective feedback• Conducts performance appraisals annually• Reviews compliance documents as required• Maintain current employee records for direct reports• Reviews statistics on a daily basis and provide constructive feedback• Provides Subject Matter Expertise• Ensures Training Needs of subordinates are met• Resolves escalated customer issues• Communicates all process and client changes to the team• Promotes the use of all center communication tools• Attends internal and external meetings• Performs other duties as assigned such as forecasting, staffing, and client management among others Show less • Monitors CSR’s performance daily by evaluating transactions based on IBM’s and client’s goals and expectations• Provides feedback to Process Owners (Back Office) on quality of service to ensure proper procedures and compliance expectations are being followed and met• Performs calls and email audits of the CSRs• Leads calibration sessions (Internal and client) to ensure consistency in evaluations• Investigates and reports complaints, challenges, obstacles, or questions to appropriate groups• Capture significant amount of data which would be analyzed and reported to determine if trends are occurring that may indicate a need for action• Perform other duties as assigned Show less • Manages end-to-end processing and resolution of cases/tickets• Provides Subject Matter expertise and general coaching to CSRs for case creation and resolution in support of Team Leaders/Managers• Liaises with client’s local HR Team and onshore Process Owners for cases requiring their input or action• Coordinates with Back Office Teams for processing and resolving cases• Organizes and manages team updates through lessons-learned from escalated case• Performs Point-of –Contact (POC) duties by processing Work request and access requests from clients and local Managers• SPOC for IT/AMS team – monitors and coordinates tickets assigned to IT/AMS• Represents the team in meetings• Consistently among the top in Stack Rankings• PBC Grade for the year: 1 (Among the top contributors) and Promoted to 1st LOM Show less

  • 1st Line Operations Manager/ Team Lead

    Sept 2011 - Mar 2015

  • Quality Assurance Analyst

    Jan 2012 - Dec 2012

  • Senior Case Manager

    Jan 2010 - Sept 2011
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  Safe ship of las vegas

  Jan 2016 - now

  Owner/manager