I am a Team Leader that handled Business Escalations for at&t. Extensive management experience and great focus on agent development. Being the gate keeper of calls that would escalate into a lawsuit, my main role is to make sure, that the escalation calls are handled and turned into a complete resolution. Customer Service: I have worked as a Call Center Agent contracted by At&t for 6-7 years and is highly trained for handling customer inquiries, issues and resolution. I dealt with customers with their general questions, billing inquiries and dispute filing, basic upgrades and the likes. Data Analytics/Reporting: With an experience of 4-5 years of Data Mining/Data Visualization/Business Intelligence and reporting, i have created, improved and contributed to the success of the current offshore contact center i'm employed into by tailor fitting daily reporting to the needs of the business. KPI measurement reporting (Dashboard): The main database the i daily update which contains key performance indicators such as; Customer satisfaction ratings, Average Hold Time, Number of calls recieved ETC Specific KPI targeting reports for drill-down purposes: I have created multiple if not the most record holding number of 100 point studies (call listening and transcription) to help understand further the what-why-how of specific call types that the business is having challenges with. Data Entry: Document-to-word/excel work, internet research and completion of required fields depending on the work given. Virtual Assistant: Mainly appointment setting/follow ups of actual schedule, to database/appointment management.