lloyd lowe 68956 waelchi dam san francisco ca phone 1 555 459 7823 experience wilkinson aufderhar harvey san francisco ca bpo manager 102017 present must good understanding source 2 pay travel 2 expense operations processes tools good understanding customer invoicing 2 cash accounts report processes operations manage business process outsourcing bposhared services vendor day day activities including monitoring reporting metrics productivity quality resolving service issues escalating necessary monitor daily workflow volume ensuring vendor maintaining department service levels standards monitor phone calls chats emails quality coaching opportunities padberg lockman labadie san francisco ca bpo manager 012012 082017 provide excellent customer service suppliers internal stakeholders resolving questions issues quickly accurately manage data utilize internal kpis drive performance partner business stakeholders participate dailyweeklymonthly mechanisms understand day day activities challenges represented vendor integral part business creative problemsolving abilities expertise balancing articulating tradeoffs utilize deep product industry knowledge serving crossfunctional leader education pratt institute bachelors business skills work experience outsourced partner operations ideally global offshore location relevant cs operations work experience 2 years multitier managing leaders people management experience ability effectively influence communicate crossfunctionally excellent written verbal communication skills oversee tier 1 analyst tier 1 leads serve technical escalation point provide remote technical support via phone chat incident management system triage work incoming service desk calls chats tickets