christopher burwell

* Conducted recruitment-related tasks both in the UAE and in the Philippines including: * Review and approval of online applications * Conducted online interviews * Prepared and managed online tests for applicants * Updated company applicant database which included online interview and test results * Fields queries from applicants via email or during live seminars

Day-to-day management of call center operations in line with the directions set by the Director of Customer Service. Involved in recruitment from the agent level to senior operations management level. Worked with other Department Heads to achieve goals set by upper management.

* Responsibilities grew further after being promoted to Head of Operations: * Headed everything Operations-related * Refined QA System further * Final approver for Recruitment * Co-managed each account together with the assigned Game Support Manager * Trained New Hires * Conducted Presentations for prospective clients * Established the company's second service vertical * Social Media Monitoring * Liaised with client POCs (Point of Contact) * Managed Contract Renewals

* Responsibilities grew after being promoted to Assistant Head of Operations: * Headed everything Operations-related * Established QA System * Final approver for Recruitment, further refining the system for classifying applicants * Co-managed each account together with the assigned Game Support Manager * Trained New Hires

* Being a startup company during the time that I joined, I performed the following tasks: * Established Performance Metrics for Game Support Agents * Final approver for Recruitment, co-establishing a system for classifying applicants * Designated OIC when the Department Head/COO is away/unavailable * Co-managed each account together with the assigned Game Support Manager * Trained New Hires

I managed a team of Tech Support and Customer Service eReps for an American ISP account, providing Email Support. My daily tasks include: Coaching/Mentoring agents, Quality Assurance sessions with my direct reports, the QA Department and the Client, Admin duties for direct reports. I am a stickler for Good Attendance and was a proponent in the overall improvement in Schedule Adherence for the Teams in the Lines of Businesses I was assigned to. I won back-to-back Super Supe of the Month awards during my tenure as Team Supervisor for the Email Team. As the account grew, I volunteered for transfer to handle Outbound Voice Installation Services for Consumer DSL under the same account. A year later, due to the strong showing of teams handled, was again transferred to handle Outbound/Inbound Voice Support for Installation Services/Customer Service, Customer Retention and Equipment Provisioning for both the Consumer and Business DSL Teams of the same account.