Team Leader - Call Center Management & Administration
APAC Customer Service Inc.
600 South Tyler Rd, Wichita, KS – USA

• Supervised & coached a team of 24 Representatives for win back and win over calling.
• Documented performance of CSRs in training and makes recommendations to graduate, terminate or require additional training.
• Analyzed ongoing performance trends in order to make training & development recommendations.
• Worked with various departments’ subject matter experts as needed to develop, enhance or update training programs, including outlines, fact sheets, exams, and supporting documents.
• Regularly communicate with Sr. Training Staff to maintain product/service knowledge and ascertains additional training needs of CSRs.
• Managed Support & Employee Incentive Programs for many clients including SBC, Bell South.

Release & Support Analyst
CCH, A Wolters Kluwer Business
9111 E Douglas Suite 200, Wichita, KS – USA

• Quality assurance testing and support for ProSystems fx, Tax Prep, Fixed Assets & Planning.
• Executed moderately complex tests according to established plans and scripts, document problems in an issue log, and retest software corrections to ensure problems are resolved.
• Identified, recommended and implemented changes to enhance the effectiveness of quality assurance strategies.
• Remote Online Support to Clients for Software Installation & Trouble shooting errors.
• Technical & Knowledge Support for CPA firms across United States, Canada and Australia.
• Reviewing & Filing Tax Returns for C-Corp, S-Corp, Partnership, Fiduciary and Individuals.
• Writing the knowledge base, error reports and Test procedures for client and new employees.
• Performing market research surveys on customer needs and requirements.
• Answering incoming customer calls related to the software programs.