Team Manager

• May 2018 - Present

Operations Team Lead

• May 2016 - May 2017

Coach

• May 2016 - May 2017

Fraud Specialist

• May 2015 - May 2016

Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks. Identify fraudulent transactions and cancel them from further processing. Resolve queued transactions within the service level agreements to reduce potential revenue losses. Interact with banks and customers to validate information and to confirm or cancel authorizations. Resolve customer issues within the scope of existing service level agreements. Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts. Maintain fraud analysis models to improve efficiency and effectiveness of company systems. Ensure confidentiality of all information collected during investigation. Determine existing fraud trends by analyzing accounts and transaction patterns.

Team Supervisor

• Mar 2013 - Mar 2015

RESPONSIBILITIES: Manage a team of 15 agents of a highly tenured team that takes inbound calls for Sprint Customer Care. Includes call monitoring, coaching and regular follow-ups on each team member. Take supervisor/manager calls if needed. Conduct Client mandated trainings to the team in a weekly basis or on every update by the client. Follow Client regulated Quality Assurance. Approving Time Records and Requests for Time off using TimeQey: Approved time and attendance records and approve requests for time off. Check discrepancies or variances thru the automated payroll that calculate number of hours agents will be billed. Attend weekly meetings to evaluate the agent’s/team’s/site’s performance with Vendor Manager, Site Leader, Operations Managers, other supervisors and clients. Make sure that the team reaches/surpasses the goals ordered by the client. Goals such as Transfers, AHT, Customer Satisfaction, NCP 48, WTR/NPS, Value Points (Offers), ICPH/ Sales Per CAll, QA Scores, Attendance, Adherence and Productivity. Resolve Complaints: Help employees address and resolve a wide variety of concerns and complaints. These typically involve job duties and job descriptions, performance standards, relations with coworkers, relations with supervisors and managers. Responsible for being familiar with the options available and making referrals to employees. Discipline and Dismiss Employees: Address performance problems through corrective action and dismissal Reward Performance: Recommend performance awards and/or merit increases when appropriate. Evaluate Performance (Agent Performance Review): Make sure that agents are familiar with the format of the appraisal form that the organization will be using and is clear about the evaluation process. Hire: Determine the duties to be performed and select the best-qualified candidate. Interviewing candidates, checking references and documenting the selection.

Team Manager

• Aug 2011 - Jul 2012

TEAM LEAD/MANAGER, HEWLETT PACKARD IPG• Manage a team of 18 agents that takes inbound calls for Technical Support for HP printers. A team that services support for existing customers. Includes call monitoring, coaching and regular follow-ups on each team member.• Take supervisor/manager calls if needed for Resolution Confirmation.• Conduct Client mandated trainings to the team in a weekly basis or on every update by the client.• Follow Client regulated Quality Assurance. Attend weekly calibrations with group of Team Leaders, ASGs and Senior Team Leads. Provide feedback and follow through to all team members.• Approving Time Records and Requests for Time off using E-START: Approve time and attendance records and approve requests for time off. Check discrepancies or variances thru the automated payroll that calculate number of hours agents will be billed.• Attend weekly meetings to evaluate the agent’s/team’s/site’s performance with Program Manager, Operations Managers, other supervisors and clients.• Make sure that the team reaches/surpasses the goals ordered by the client. Goals such as Delight, AHT, RevGen , QA Scores, Total Problem Resolution, First Call Resolution, Call Logging, Quick Close Reports, Call back Commitment and complete billable hours.• Resolve Complaints: Help employees address and resolve a wide variety of concerns and complaints. • Discipline and Dismiss Employees: Address performance problems through corrective action and dismissal• Reward Performance: Recommend performance awards and/or merit increases when appropriate. • Evaluate Performance (Agent Performance Review): Make sure that agents are familiar with the format of the appraisal form that the organization will be using and is clear about the evaluation process. • Delegate tasks to ASG/Mentors to address behaviors and provide assistance to agents with regard to Product Knowledge and processes related to HP.