• Motivated and supervised an outbound call center with a staff of up to 18 technical support agents • Directed call center operations as a liaison between clients, supervisors, and call center employees. • Performed quality checks, developed and reviewed performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives. • Conducted group training sessions on new products and services. • Coordinated the interviewing, hiring and training of all technical support agents. • Reviewed call center statistics to measure staff performance and the need for improvement. • Responsible for the professional development of the customer service staff. • Developed a system and call scripts to facilitate the efficient management of call volume. • Ensured strict adherence to company policies and procedural guidelines.

• Responsible for the support of the support agents and providing technical knowledge to clients and potential clients. • Provided support in both pre- and post-sales by attending presentations, product demonstrations, and software installations / implementations. • Identified customer's needs and sales opportunities to maximize and grow sales. • Trained, motivated, developed and rewarded technical support/customer service agents.