Experience

• 

  Infonxx inc

  Jan 2003 - Dec 2004

  Customer service representative

  Handled Directory assistance calls

• 

  Expert global solutions (now alorica)

  Jan 2005 - Feb 2015

  Handled 5-8 Team Managers and provided guidance and support in team's overall performance. Responsible in managing quality, service level and efficiency of the account. Managed a group of 15 - 20 Supervisors/ Team Leads including coaching. Supervised a group of 15-20 agentS including coaching, selection and counseling in accordance to company processes, policies and culture. Ensured quality and efficiency goals were met. Responsible for coaching new and tenured agents to improve quality service provided to our customers. Conducted calibration sessions with clients and team managers to ensure uniformity in updates on quality. Responsible for ensuring quality goals are met by monitoring calls of agents. Handled Directory assistance calls

  • Operations Manager

    Nov 2012 - Feb 2015

  • Senior Team Manager

    Feb 2009 - Nov 2012

  • Team Manager

    Jul 2007 - Feb 2009

  • Quality Coach

    Nov 2006 - Jul 2007

  • Quality Analyst

    Jun 2006 - Nov 2006

  • Customer Service Representative

    Jan 2005 - Jun 2006
• 

  Alorica

  Feb 2015 - Sept 2018

  Senior operations manager

  Worked for an international online shopping website and was responsible in handling 3-8 Operations Managers. Responsible in daily management of operational processes to ensure quality, efficiency and productivity standards and targets are met. Supervised overall performance of the entire site with various lines of businesses and maintained strong client relationships.

• 

  Qb stove by miledel enterprises

  Sept 2019 - now

  Social media manager