I've been in BPO for more than 5 years. I worked with Convergy's as a Technical Support Representative. We handled internet, phone, TV issues. We handled AT&T Uverse. I started as an agent for 2 years and got promoted as an Escalation Desk Agent. After 6 months of being the top ED agent I was promoted as the Team Leader OIC of the Escalation Team. As the Team Lead OIC of the Escalation, I take managerial calls, I also do floor walk, chat support and email the managers of the dispatch Team based in the U.S. I handled 34 agents from opener to closer. I coach them to make sure they meet the clients target metrics. I do endorsements from TL's and Operation Mangers. I understand that you are looking for someone with strong process improvement skills. Overall due to my strong background and achievement i successfully identifying gaps and creating efficiencies, I am confident that I will be able to succeed in this role you are looking for.