o Supporting the following lines of business: Activations (Inbound), Wireless Number Portability (Inbound/Outbound) and Offline/Back Office o Performs Senior Team Lead tasks such as attending client calls/meetings, calculating and submitting Team Leads' night differential rate every pay period; acts as point of contact when manager is away o Responsible for managing and leading a team of at least 15 customer service representatives o Provides coaching/feedback and mentoring o Ensures quality of w

o Responsible for making sure all 25 - 50 new customer service representatives who graduated from product training have practical application and smooth execution of their duties o Provides monitoring of calls and coaching to ensure their quality of work is meeting or exceeding the client's requirements o Completes daily, weekly and monthly reports to track progress and identify defects o Takes supervisor or escalated calls from CSRs' customers to address/resolve issues on the next level o F

o Pioneered the Shared Services Department catering to internal/external clients o Provided and ensured quality of US-based customer service representatives in accordance to the standards set by the external client o Generated daily, weekly and monthly reports to the teams handled o Conducted sessions such as internal/external calibrations, team meetings, etc. via conference call

o Led a team of 13 technical support associates o Provided real time or scheduled coaching and feedback based on reports from evaluations (TL's or QA's evaluations, Global monitoring session, Executive monitoring session), primary metrics, secondary metrics and surveys Conducted trainings - classroom or online o Facilitated sessions for agent performance improvement - Customer Engagement Assessment, Team meetings for program updates, Calibrations o Reviewed and tracked agent performance daily

Performance levels as they pertain to the team o Handled a team of minimum of 40 customer service representatives o Met evaluation and QA Coaching output targets on a consistent basis o Maintained percentage of disputed evaluations below 2% of total output o Completed all work to the highest possible level especially in the eyes of peers - including up to date knowledge of all programmes being evaluated o Adhered to schedule o Maintained a minimum of one hour per week answering calls as per program re