• Build and nurture strong personal relationships with clients. • Process individual needs of the clients. • Liaise between clients and account managers and appropriate personnel. • Assist sales team and other staff to process customers’ needs. • Manage and update client files with complete information. • Correspond with clients to resolve their concerns. • Identifying any on-going issues of the campaign. • Provide complete information about their campaigns to clients. • Created process flow guidelines, procedures and test plan and case templates. • Participated in the hiring process to build the team and assisted in performance reviews. • Efforts contributed toward a successful project and led to recognition awards. • Managed diverse, complex assignments, leading teams and individuals to achieve defined objectives on time, within scope, and with expected deliverables; provided progress reports to managers. • Developed templates for QA documents and testing methodology. • Planned and managed implementation of the QA procedures. • Trained new QA staffs in applications and procedures. • Determining, negotiating and agreeing on in-house quality procedures, standards and specifications • Assessing customer requirements and ensuring that these are met • Setting customer service standards • Writing management reports • Acting as a catalyst for change and improvement in performance and quality • Recording, analyzing and distributing statistical information