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Audio File Introduction:


Years Experience: 8

Degree: Bachelor

Previous Campaigns: BT (British Telecom) ; Macy's Inc ; Paypal ; Vtech Cordless Phones

LED Agent: No


B.S Economics


June 2010- April 2012
Wipro BPO
Team Lead
Telecommunications (Pilot Project) – Collections, Customer Service, and Credit Management

* Dynamically involved in the set-up of BCP site for UK telecommunications client for Customer Service s and Outbound Collections business

* Redefining the quality standards and developing tracking systems to monitor results.

* Coaches and counsels agents for performance improvement.

* Coaches and counsels agents on their performance and offers sound recommendation to improve KPIs

* Monitors and conduct side-by-side evaluation of real-time calls

June 2008- June 2009
Macy’s Inc St. Louis, MO
Team Lead (Credit Services)

* Coached and monitored service calls and employee performance.

* Handled escalated calls regarding customer’s account status

* Coordinated and implemented industry policies and standards.

* Conducted training for all reps regarding company and industry updates

July 2007- May 2008
R Secure Command Security & Protection Service
Finance Officer

* Accounting and payroll for 70 + employees.

* Supervised employee benefits.

* Managed day to day employee concerns.

May 2005 – May 2007
ePerformax Contact Center
Team Lead
Financial (Pilot Project)- Customer Service and Credit Services

* Led a team of 25 agents and 2 quality assurance officers.

* Co-coordinated and implemented industry policies and standards.

* Monitored service calls, e-mails, and employee performance.

* Conducted training for all reps regarding company and industry updates.

* Handled all consumer complaints.

* Analyzed performance data of all reps.

May 2002- May 2005
ICT Group
Assistant Team Lead

* Assisted Supervisor in assessing and analyzing employee performance utilizing several industry programs.

* Assist representatives with their queries for customer’s inquiries and complaints in the USA / CANADA,
specifically on consumer services, technical support and utility services.

Nov 2001-March 2002
Customer Contact Center (C3)
Customer Care Representative

* Provided customer assistance for the accounts Sony, Dannon and Sportcraft

* Provided technical support assistance for Sony tv and remotes

June 2001- Sept 2001
Customer Care Representative

* Provided directory assistance to US wireless and landline subscribers

* Scheduled appointments for office visits and surgical procedures

Aug 1998- July 2000
Wippette Kids New York, NY

Admin Asst

* Created and developed style worksheets for current line

* Contacted clients to follow-up outstanding accounts

* Contacted suppliers and buyers regarding purchase returns

(To learn more, point to text below) $21 Hourly
$15 Hourly
Plus Bonus
No Set Up or Hidden FeesWe provide a business development solution without hurdles.
No Long-Term CommitmentWe have created a �pay-as-you-go� program, renew because you want to continue!
Guarantee If you are not fully satisfied, we will refund unused hours.
DatabaseOur Database includes 19 Million US & 1.4 Million Canadian Businesses -
Call Guide Development AssistanceWe believe �less is more� during the first call. Please send us your Script/Call Guide and we will provide our feedback.
HourlyChoose between our pricing options, either $14 per hour or $9 plus $20 per every qualified appointment. $21 $15
Bonus (per qualified appointment)Qualified Appointments will be decided by our clients, the standard: any appointment which happens at the specified time, with decision make to discuss products/services of our client. - $20
Prepayment (40 hours) Varies on the program you choose, please read Guarantee above, refund available for unused prepayment if not satisfied. Weekly Weekly
1-h SEO ConsultationIdea2Result is ranked #1 for all Appointment Setting related keywords. Adam Fridman, Founder of Idea2Result, will review your site and provide a no charge 1 hour consultation to offer suggestions to improve your website organically. -
Total $840 $600
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