VA#8302

• Pioneered a CSR account and successfully trained clients and employees in using tools and applications that enhance operational efficiency. • Handled Different campaigns and Point of contact of Clients • Managed procurement and created quotes for client and user needs. • Ensured appropriate markups for all procured orders, processing or warranty and ensure completed and resolved. • Trained team members on navigating tools, websites, and applications. • Served as the first point of contact for resolving IT issues, assisting with troubleshooting via phone, chat, or remote access. • Led the onboarding process for new users and clients. • Managed client accounts with ISPs and phone carriers, including porting numbers and account transfers when required. • Created and assigned tasks and tickets to the IT team based on their skills. • Handled client accounts and assisted with scheduling and booking. • Organized team huddles and meetings to enhance work quality and communicate updates from upper management. • Assisted the CEO with daily tasks and to-do lists. • Listening to CSP's calls for Quality audit • Regular coaching to ensure improvement of CSP's are happening • Conducted quality audits by actively listening to CSP (Customer Service Professional) calls, ensuring adherence to company standards and customer service excellence. • Delivered regular coaching sessions to CSPs, focusing on performance improvement, call handling, and compliance with QA guidelines. • Monitored progress and provided actionable feedback to drive continuous development and service quality enhancement. • Creating invoices for Clients via QuickBooks • Experienced in dispatching and CRM use (ServiceTitan). • Created capacity planning schedules to optimize workforce coverage.

Sourcing: Identifying and researching potential suppliers to provide the company with the goods or services it needs • Request for proposal (RFP) preparation: Creating and sending RFPs to suppliers, outlining the company's requirements and requesting quotes. • Discuss opportunities with different Manufacturers • Working with suppliers to reach mutually beneficial agreements on price, delivery, and payment terms • Purchase order placement: Placing an order with a supplier and ensuring that the order is executed correctly • Maintaining positive relationships with suppliers and working with them to resolve any issues that arise • Monitoring team members to make sure to submit on time with proper documents that are required with the RFP. • Securing the sale and ensuring that the customer is satisfied with the purchase. • Train members how to navigate and submit bids to any bid boards that the company is qualified or contracted to participate. • Train members on handling renewal accounts, handling awards and assisting with pricing adjustments on proposals/quotes. • Set up a phone conference with vendors, distributors, and manufacturers to discuss the reseller program together with the company VP of Operations. • Submit biddings on bid boards, follow-up with contract officers on our submission, establish relationships with both contract officers and customers - government agencies (US). • Review and comply with documents based on RFQ requirements. • Responsible to get pricing from vendors/distributors and create quotes/estimates for our proposal • Call vendors or manufacturers to check for incumbency pricing, ask for extra discount and confirm relevant information to • Match with the customer's request for quote or BOM. • Call/email customer to confirm status of submitted estimates, check if there are changes to the requirement, determine timeline of the procurement and provide refreshed quote if necessary. • Assist team members on their queries and monitor productivity. • Organize team huddles and meetings to improve quality of work and provide updates from the higher management. • Point of contact for BPA (Blanket Purchase Agreements) contracts to fill repetitive needs for supplies or services. • Track attendance, monitor schedule adherence and test equipment on a regular basis. • Awarded "BEST IN ATTENDANCE" for TWO Consecutive years (perfect attendance).

• Design engaging training materials for Web consultants • Created assessments to measure learner understanding and program effectiveness; ability to adjust training based on feedback. • Handled website projects from design conceptualization to production deployment and further with website maintenance and improvement • Providing recommendations and offer recommendations for website design, content, and functionality. • Works closely with stakeholders such as designers, developers, and clients to ensure that the project stays on track and meets their expectations. • Involved in the actual design and development of a website, and working with a team of designers and developers to bring customers' vision to life. • Dealt with customer-base via phone, chat, and online ticketing system • Served as support for intracompany tasks • Provide ongoing support and maintenance to ensure that a client's website remains up-to-date and functioning properly. • Mediator for client change requests to the Development department • Managed various types of client websites from informational to e-commerce • Handled and mediated third-party integration of additional services on client websites • Responsible for ensuring our clients would have a positive experience and feedback. • Conduct research to gather information about a client's target audience, competitors, and goals in order to create an effective online strategy. • Responsible for upselling new products to clients. • Responsible for escalation and supervisor calls and tickets • Suggested proposals to clients about services that would increase profits generated by the website • Engaged regularly in other department meetings to further boost the potential of adding or suggesting new services as noted from client feedback • Awarded "Best Support Staff" and "Best Project Manager" for the years 2016 and 2017

• Taught adult and children basic English grammar, reading, and writing skills • Monitored student's progress on periodic basis • Worked with students in small groups of 3 to 4 to help develop their basic reading and writing skills • Helped individual students prepare for exams • Filled out evaluations and reports to chart student progress • Identified a student's weaknesses and develop study plans accordingly • Addressed student's behavior issues promptly