Quality Assurance Team Lead
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2018 to June 2020 (23 Months)Duties and Responsibilities:
- Managed a team of QA and Acquisition support staff
- Gathered sales business reports from Google Analytics, AdWords, CRM (PipeDrive, Infusionsoft, Zendesk)
- Provided sales and conversion reports to Marketing Director and Executive team.
- Managed and monitored deals from leads to converted sales
- Monitored calls of for compliance and training
- Provided call quality reports to Director of Sales and Head of Customer Service Provided quality reports to Process Director and Head of Learning
- Developed and maintained processes for improvement
- Extra projects:
- Assisted People and Culture team on event planning and execution
- Organized project plan for Investors meet and greet
- Coordinated office search and renovation from end to end
Acquisition Support Team Lead
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2017 to July 2018 (17 Months)Duties and Responsibilities:
- Managed a team of sales and sales admin support
- Gathered sales business reports from Google Analytics, AdWords, CRM (PipeDrive, Infusionsoft, Zendesk)
- Provided sales and conversion reports to Marketing
- Director and Executive team Managed and monitored deals from leads to converted sales
- Handled incoming emails for support and enquiries Call support to gather requirements as needed
- Maintained and improved sales processes as required
Customer Service Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2010 to February 2012 (15 Months)Duties and Responsibilities:
- To make sure incoming calls are answered in a timely manner and customers receive the information and assistance they are seeking.
- To intercede on complex issues to resolve them as quickly as possible.