Fifteen year industry veteran. Began as an L1 agent supporting a rapidly-growing SaaS company. Have progressed through all aspects of the contact center business - L2/Escalation, team lead, HR/Payroll, QA, and partner management. Grew a seven-agent test team to over 70 agents over a three month period and exceeded all performance and quality targets. Currently responsible for the day-to-day operations and expansion of our boutique, 100% onshore center based out of South Florida.