1. CUSTOMER SERVICE REPRESENTATIVE:
­ Inbound & Outbound Customer Service Representative.
• Kaplan IT Tier 1 Technical Support
• Excelsior College Technical Support Tier 1
­ Live Chat Specialist
­ CRM/Email Support.
BUSINESS DEVELOPMENT:
­ Provides assistance to Business Development Director by way of
rendering follow­up calls and updates provisioning to Prospect Clients.
QUALITY ASSURANCE ANALYST:
­ To ensure agents adheres with the guidelines and requisites streamlined
by clients for the services by way of listening to live and recorded calls for
Education and Technical Related Campaigns.

2. ­ To analyze and advise clients reported call issues and discrepancies, as
well as identifying agents weaknesses in handling calls as well as to
provide recommendations for improvement.
WORKFORCE & RESOURCE MANAGEMENT SPECIALIST:
­ Call Traffic Monitoring to ensure:
• calls routes appropriately to the correct destinations.
• appropriate priorities are set on a client basis based on contractual
need, operational need and call volume.
• they are meeting set guidelines and standards for breaks, wrap up
and unavailable code status.
• staffing is appropriate for the volume.
COORDINATED SERVICES SPECIALIST:
Primary duty is to bridge/coordinate between operations and agents of the
company to ensure adherence on what is required to meet the standards
given by clients...
• Provide updates to operations about client concerns and requisites.

3. • Offer triage based technical and administrative assistance for quick
problem resolution; escalate issues that are beyond the scope of triage
assistance.
• Identify system and outage related issues and be able to triage
based on global, system, vendor and team member issue isolation.
• Recognize and identify possible scheduling issues based on call
holds and agent availability.
• Assist Network/Operations in monitoring system outage points.
•Track and monitor adherence to the system and schedule based on
the schedule information provided by Scheduling.
• Adjust timecard entries as necessary to comply with adherence
issues.
• Adjust, track and maintain agent skillset additions, redactions and
enablement based on a coordinated input from Operations, Training and
system resource allocation.