?	Quality Analyst (Dec.2013 – March 2014 )
o	Responsible for managing, analyzing, and 
Presenting data gathered by the tool. 
o	Listen to calls and understand the element that drives satisfaction.
o	Identify the cause for certain behaviors and pin point pain areas in the process and 
o	Assist in providing recommendations for the progression of the agents.
?	Team Lead, OIC (June 2013 – September 2013)
o	Supervise a team of telesales
o	Plan team goals and objectives
o	Review agents’ performance through call monitoring & calibration
o	Conduct coaching
o	Manage and resolve customer issues.
?	Travel Specialist (January 2010 –June 2013)
-	Specialization, Inbound Sales (Travel)
o	Provide appropriate and accurate responses to customer queries
o	Apply technical knowledge and procedures
o	Responsible for meeting outlined production goals and target
o	Communicate effectively and efficiently with internal and external.