A team playerand highly motivated individual who is always looking for a win-win

Overview

Looking for full-time work (8 hours/day)

at $4.71/hour ($909.09/month)

Engineering

Last Active

February 7th, 2014 (4506 days ago)

Member Since

May 25th, 2012

Profile Description

December 2008 – August 2013
Account Manager (Handling all DSL Lines of Business HN, CSI, DSLtech and DSL Mac)
Sykes Asia Inc.
• Managed a team of 120-180 – Technical Support Representatives; 6-8 – Team Leaders
• Perform regular client meeting to align expectations between the client and daily operations
• Graduated in the
LEAP (leadership evaluation and advancement program)
• Perform leadership development activities and regular coaching for team leaders
• Initiated daily performance management system for Schedule Adherence, CSAT and AHT
• Generate and evaluate account
incentive program
• Specialize in the
improvement of account First Call Resolution and Escalation Percentage
• SSE certified audit coordinator
• MSOC certified
October 2007 – March 2008
Account Manager (OIC for Dial and OIC for morning shift only)
Sykes Asia Inc.
• Supervised 70-90 – Technical Support Representatives; 4-6 Team Leaders
•
Oversee daily operations for the Dial Tech and Billing LOB
• Audit/Review Team leader activities
• Coordinate with WFM to review scheduling and staffing
• Perform weekly CSAT analysis
• Perform daily service level and staffing analysis
July 2004 – July 2007
Team Leader
Sykes Asia Inc.
• Supervised 14-16 Technical Support Representatives
• Perform Team level performance management
• Perform regular performance coaching and development activities
• Perform Quality Monitoring
• Monitor Adherence and compliance measurements
• Awarded multiple times for top team in Dial and DSL
September 2003 – June 2004
Technical Support Representative (inbound)
Sykes Asia Inc.
• Provide Resolution to Internet Connectivity, browsing and email issues for US customers
• Assigned as floorwalker (assisted other agents resolve customers issue)
• Took Supervisor calls (pacify frustrated customer and provide advanced resolution to complex issues)