Been into various positions in retail and Business Process Outsourcing industry for 7 years now. Started as an Technical Support Agent for a reputable internet service provider based in United States and for a Telecommunications Company as a technical support specialist that caters Millions of subscribers in the US and across Northern Hemisphere. Became a supervisor for an escalations team & Shift Supervisor for a team of agents with technical & customer support skills. Bravely entered the Workforce Management back in 2012 with the intention of adding additional skills and to highlights my capabilities of being flexible and being able to excel in other fields aside from my previous experiences. Currently working in a reputable BPO Company based in India that caters a huge market of Gas & Electricity supply business based in Australia. Wide knowledge in Microsoft Office Tools and has a huge understanding on how does the the business run in terms of Administrative, Operational & Financial. Contribute to consistently achieving service level goals by real-time management of call center resources. Providing leadership teams with timely, accurate reports on intra day performance and impacts.