John Logard Torrijos

Since 2005 I have been supporting and handling different types of technical support accounts. I started with dial-up then cable high speed, DSL, and T1 lines. In 2009 I got a chance to be a part of a TELCO account wherein I supported voice issues of POTS lines (level 1). I got promoted to supervisor level and handled the same line of business where I started. Then was moved over to handle Data services for T1 lines (level 1). Then finally was moved to POTS (level 2). Aside from handling teams I also monitor and audit calls, ticket management, manage and monitor inbound queue, call calibrations, coach agents, performance appraisals, issue disciplinary actions, assists with HR concerns, create and present weekly and monthly business reviews, interview candidates, and a little bit of training.