Enterprise team lead
Responsible for supervising a large team of remote support employees. Assisted with advanced and complex customer support issues. Engaged and assisted in resolving customer and sales escalations. Participated with management in creating operational improvements for the team. Assisted in ensuring that strict service level agreements were met for customers submitted cases. Ensured availability of online tools and resources so that the remote team could do day to day functions. Gave individualized attention to team members that were on performance improvement plans. Acted as a liaison between level 1 support, level 3 support and development. Was responsible for creating an audit structure and auditing customer cases to ensure quality.