Quality Assurance Sales

Objective

To continue to lead employees to excellence through Servant leadership and motivational exercises, while maintaining quality and compliance.

Experience

KELLY -APPLE CONNECT -2/2012-present

Quality Assurance Leader- (Advisors Improving Metrics)

Prepared and analyzed data to pin point advisors needing extra help.

Trained by client to Set quality standard-how calls are answered, how to engage the customer, how to meet metrics, how to use virtual resources i.e. KB articles.

Trained Advisors-“deep diving” by listening to recorded and live calls to find behaviors that would move advisors metrics, prepared virtual classrooms to discuss call drivers and how to handle them.

Coached throughout the day to include advisor on new behaviors noticed during their shift.

Customer Director Team Lead

Assisted in building new line of business (Customer Director) for Apple Inc.

Worked on methods, procedures and policies.

Created Nesting period for new hires after training via Blackboard and video chats. Created round tables and mini huddles for advisor with special needs.

Created over 1 million dollars in revenue in a 6-month period.

Technical Advisor Tier II

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet

Took escalated calls from level 1-tech advisors, where customers requested Supervisor or Manager.

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

Uses a lab to simulate customer environment and issues

Works with engineering on hardware and software testing and reviews to assist in Quality release

Successfully and consistently received 100% VSAT survey

Technical Advisor I

Studied and trained on all iOS Apple devices

Provides answers to clients by identifying problems; researching answers;

Improves client references by writing and maintaining documentation

Was chosen to assisted in the creation of “ Move the Middle “program, by choosing middle metric advisor by taking calls while advisors monitored and had Q &A after.

Successfully maintained attach rate (Sales) and average handle time.

Accepted to participated Leadership Development classes

MICROSOFT INC.-1997-2012

Xbox and Kinect Program

Universal Technical Advisor

Assisted customer with all issues and concerns, from billing, technical, gameplay and account issues.

Assisted and educated specialty and new advisors.

DBA Programmer/Business Analyst

Contracted out country wide to assist a variety of companies and corporations with technical staffing and performance issues.

Education

MCSD Certification-1998

Advanced Access Programing

College of Technology -1994-1996- AA-computer Science

New York City Community College-1980-1984-BBA

Skills

Expertise-Microsoft office, Specialty in MS Access/Apple iOS devices and sales support

Virtual environment programs including but not limited to Black Board and Eliminate sessions. Remote Monitoring.

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