William Loag Jr.

I started as a Technical Support Representative for Sutherland and was assigned to Symantec. We most of the time remotely access customer's computer and resolve any technical issues on the product. After 2 years, I was promoted as a Trainer and handled New Hire Training. I also handle Upskill Training for Tenured Agents. When Symantec opened it's doors for IT Helpdesk department, I was one of the Trainers who pioneered to train tenured Agents to spearhead the project. After 8 years in Sutherland, 2 years as an Agent and 6 years as a Trainer, I resigned since I wanted to move to Operations. I was able to get this with SiBS and was given the opportunity to be an Operations Manager. I was able to train and influence Supervisors and Agents to better their performance by focusing on Data Collation and Analysis. I was able to handle Customer Service, Ecommerce, Digital Marketing and Outbound Accounts. I was also one of the go to go guy when it comes to no-code Automations for any Internal process that can be simplified.