Experience

Snapfish

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Account Delivery Manager

  • Jan 2011 - Present

  Coordinates and leads technical groups to deliver optimal IT services, and ensuring metrics are met Coordinates and leads technical groups to deliver optimal IT services, and ensuring metrics are met



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Escalations Team Supervisor

  • Mar 2010 - Jan 2011

  Responsible for technical work and non-technical tasks to control the Escalation team's direction so that it conforms to the goals of the organization

• Training & Quality Supervisor & Tier 3

  • Mar 2009 - Mar 2010

  Responsible for promoting the quality achievement and performance improvement throughout the group

• Training Supervisor

  • Jan 2008 - Mar 2009

  Makes sure that training expectations on delivery (priority & and schedule) and performance (Gap exam results) are met

• Process Management Supervisor

  • Jan 2007 - Dec 2007

  Responsible for process mapping, documentation, implementation, standardization and auditing

• Subject Matter Expert (SME) Supervisor

  • Jan 2006 - Dec 2006

  Supervises the account’s tier 2 team, coordinates to operations new activities, processes as well as help needed’s, and represents the account for tool and product issues.

• Subject Matter Expert Team Lead

  • May 2005 - Dec 2005

  Responsible for the tier 2 agents handling the support team’s escalation, support flows, quick texts and tools; validates and reports hot issues to Microsoft and communicates the technical needs of the team.

• Team Leader

  • Oct 2000 - May 2005

  Responsible for the support operations in a 24x7 environment, assisting customer support team on escalation and resolution, ensuring schedule adherence, and monitoring and giving feedback on agent performance.

• Customer Support Representative (CSR)

  • Apr 1999 - Oct 2000

  Responsible for providing response to client, maintaining technical and customer service skills as required, and ensuring metrics set are met.