Experienced in team leadership, technical troubleshooting, and performance management with over 7 years in BPO and technical domains.
Led teams and coached agents to meet and exceed performance targets.
Provided high-quality customer support and technical assistance across multiple roles.
Monitored and improved agent performance and quality metrics.
Guided customers in resolving technical issues related to TV/DVR and connections.
KM2 Solutions
Delivered training sessions to enhance agent knowledge, skills, and performance., Provided structured feedback to ensure alignment with client expectations
KM2 Solutions
Lead and coach agents to consistently achieve monthly client targets., Developed and motivated underperforming agents, achieving a 20% increase in collections within one quarter., Compiled and delivered daily reports (attendance, production time, etc.)., Improved campaign performance through...
KM2 Solutions
Consistently ranked among top performers for collections and quality metrics.
Xerox
Processed and created daily printer work orders., Consistently achieved and exceeded daily processing goals.
Electrical Engineering
GED
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Managed daily reports and scheduled technician visits efficiently.
Stream Global Services
Guided customers in troubleshooting TV/DVR and connection issues., Scheduled technician visits for unresolved technical problems., Served as Quality Assurance Specialist, monitoring calls, scoring performance, and coaching agents—successfully reducing repeat errors.
