With over fourteen years of experience in the call center business, I offer my skills and experience in both Technical Support and Customer Service. I have worked in many different areas and positions, from being an agent on the phone to being a senior account manager. I have worked in small regional call centers during their ramp-up stage to working in huge international ones with years of success. Senior Shift Manager|Transactel Service Lead |Dell El Salvador Performance Improvement Coach |Dell El Salvador Outbound Technician |Dell El Salvador Inbound Technician |Dell El Salvador 03/2005 – 06/2005 Scope: Answer customer calls and handle/route accordingly; Use troubleshooting techniques to identify technical issues and follow guidelines to assist customers in resolution to their problems, and remain knowledgeable of product line and service offerings, as well as current industry products and technologies. • Achieved a promotion by improving my team’s Quality Audit scores by 25%