With years of combined experience in customer service and security sectors, I am a Contact Centre Professional and a Private Military Contractor who excels in delivering quality service and security in high-risk environments. My core competencies include customer service systems, communication technologies, call center management, close protection, combat medicine, and remote work advocacy. Currently, I serve as an advisor, consultant, and operative for military and security organizations, as well as a contact centre professional for various clients. I leverage the capabilities of SaaS and CCaaS software, such as RingCentral, Talkdesk, and Five9, to enable work from home or the office and achieve high scalability rates for clients, while remaining fully compliant with SaaS and CCaaS regulations. I also utilize my training and skills in CRM and WFM packages, such as Salesforce, Zendesk, and Verint, to supervise and lead teams of agents, create incentive loyalty programs, and conduct trend analysis using Erlang C. Additionally, I provide emergency medical care and communication support in challenging and high-risk situations, using my expertise as a combat medic and a communication specialist.