August 2006 — September 2013
Prepared troubleshooting reports for technical support via designated supervisor/lead CA. Obtained and maintained company’s benefits policy (insurance, vacation time, etc.). Assisted in the quality assurance of CA trainees. Aided with the performance management role with training classes (test calls, typing tests, shadowing). Discussed the nature of company policies and procedures during the shadowing session, such as employee benefits when questions were asked.