Master Call Center Account Management

I have worked in the call center industry for many years. I have also worked for some of the largest and most successful businesses in the world.

If you want to be a call center master in any position, you have to make yourself known. Sell yourself. Create your brand from within the company. I’m not talking about just to your manager or your manager’s manager – create your brand to your customer and employee too. One thing to keep in mind at all times,

“The customer you’re speaking to or the employee you’re speaking to isn’t just a person that you’ve come across within your career path. They are your personal customer or your personal employee.”

As with any company you currently work for, being an advocate at all times (even when you’re at a party scene and off the clock) is imperative towards keeping a positive light about the one that supports your career and your income.

“If you go overboard, get out of the situation” 

Let’s face it. Would you own an Android phone if you currently worked for Apple? Would you have services with Verizon if you work for AT&T? Of course not – but if you do, you may want to reconsider your options. Really.

“They support you. Be respectful and do the same for them”

Mastering your current position with your employer depends on the employer themselves and the expectations required from them. But always remember to ask for feedback and always deliver constructive feedback to others.

“Caring is sharing” 

Just a few tips to keep yourself on your toes and to let your employer know that you intend to stay that way.


Gluten Free Diet

I know that there is a bunch of critics out there about people eating gluten free and not having a gluten sensitivity or Celiac Disease for kicks.

I am not one of them. I’m the real deal.

In some cases Celiac Disease is accompanied by other food allergies. Like I am also allergic to corn, soy, pork, nuts and wheat on top of the gluten allergy – and people don’t understand that when I say that I cannot eat ground beef or a steak if it was not grass fed. Personally I prefer not to eat it to begin with, but I went to Universal Orlando’s Mel’s Diner for lunch because I know they have gluten free buns

The employees could not understand what Celiac Disease was along with why I can’t eat the meat or cheese they serve (they wanted to charge me full price , which is completely absurd. I’m not getting the meat or the cheese – I cant eat it.

Now, you’re probably wondering why can’t I eat it, so let me put this into simple terms. What do cows, chickens, pigs and other farm raised ‘animal for food’? Genetic modified corn, soybeans, wheat and rice products (or meal). When the animal ingests this food, what do you think is in your meat? Some people can get away with eating any kind of meat with certain food allergies, but some of us cannot.

So to be on the safe side, I avoid eating meat. I have a sensitivity that just doesn’t allow me to enjoy or digest it like a person who does not have these food allergies.

So overall, I think Universal Orlando needs to rethink how they offer their products and price points in the sense of people who can’t eat what they offer, but offer alternatives that don’t fit the bill. I mean, honestly, if I’m not eating it, I’m not paying for it.

Common Sense. I walked out an bought a fruit cup.

We Skipped the Commercial Side of Christmas….and it Made Me a Better Person

2017 was not the most forgiving year. It was also not the most profitable year, so we decided that we were going to skip the commercial side of Christmas.

This was my first attempt.

No Christmas tree decorations. No presents. No planning a family get together. No Holiday cards.

It felt weird… first.

But then I remembered how weird it felt for the first 20 years of living in Florida of having sand instead of snow, and Palm Trees instead of Douglas Firs. It was something new – not necessarily exciting, but new.

On the actual holiday is when it hit me. I don’t know if we made the right decision. It was too weird. No Turkey and Ham in the oven. No baked pies. No caramelizing sweet potatoes simmering away.  But then it suddenly felt like any other day. Sure, we were going out for Christmas dinner with a few friends later, but we didn’t have anything else planned.

The feeling of weird was still there, just a little more pronounced.

Later in the early afternoon, I was thinking about the holiday itself. The meaning of the holiday didn’t change, we just took the commercial part out of it. It was still a day of celebration with friends and family – I just wasn’t hosting it (saving $250 just on the cost of food alone was shocking).

In turn, we saved hundreds of dollars. Our to-do list and grocery list was converted to a mere $38.00 for two at a Chinese restaurant –  Iconic? I know. But this may become our new tradition.

……a new tradition……

We spend hundreds of dollars each year outside of holiday shopping on each other – and as things get more advanced in life, so does the price. As I remember it, Christmas was once a teddy bear, pair of slippers and a t-shirt. Today it’s a smartphone, a 4K television, and a new laptop.

Here is my little run down on the costs of the holidays:

Food for Hosting Christmas Dinner ($250), Gifts ($1000), Cards and Stamps to Send ($100) and Gas / Tolls ($500). This is the basic from MY normal holiday spending – without my significant other’s spending and without buying gifts for anyone outside the household. $1850.00.

When you think about a new high end smartphone costs almost $1000, it’s easy to get lost in Christmas spending…..and you probably don’t even realize it until you try to pay things off in January.

So here’s a new idea. Stop buying gifts for the holidays, since you buy them all year round for each other / yourself, or convert your gift giving around the holidays to more personalized and less expensive gifts (like a personalized gift or shirt from even a handmade gift is more personable and appreciative than anything you can buy in a store.  Donate your time to a shelter.

There is so much to think about now, isn’t there?

If you liked this story, please feel free to comment and clap for me on Medium. You can also visit my personal site at


That Moment When it All Makes Sense – Inner Happiness

Since I currently live in Orlando, FL., and recently celebrated my 20th year living in the Sunshine State, I take advantage of annual passes for the local theme parks. I am also within my last two courses of my Bachelors Program in college. I run two online businesses as a hobby, I try to keep up with this blog at least once a week, and I have some free time here and there.

When I am engaged in a project for school or one of my businesses, I do my best thinking and writing when I am at Universal Orlando. I don’t know what it is about the energy there, but it makes me think. I have tried sitting at Starbucks, walking in the local Mall, strolling in the park – you name it, I’ve done it. Universal is essential to making my creative juices flow – I have a ‘why?’ personality. I like to dissect things to find out what makes them work and how to make things better.

Then last week I was at Disney’s Magic Kingdom on a Wednesday and things that I’ve heard before from others, understood the mean of, suddenly became as clear as day. I don’t know if it was because it wasn’t that busy at the park that day, or if Tinkerbell found a moment to bless me with pixie dust – I had an wide open mind and something that has been taught to me for years finally made perfect sense.

“You can only control things that are within your own control, but you cannot control others situations or actions”

I then became thankful for everything and everyone in my life. I even looked at my iPhone 7 Plus and was thankful for it. I then started chanting happy thoughts in my head as blessed others walking through the park.

BAM!  I actually laughed out loud at myself in the middle of Tomorrowland for a moment and had a grin that expanded from ear to ear for the rest of the day. I’m not on medication. Do I need to be? No. I discovered the little part of me that introduces life, when happiness comes from within.

I was truly happy. Ever since that Wednesday, those little moments that I used to constantly worry about everyday just dissipated.

So thank you, God, the Universe, and every positive entity out there for showing me this wonderful feeling.

I hope you find it too.


The iPad Pro? Would Steve Jobs Approve For His Children?

When Steve Jobs introduced the iPad on April 3rd 2010, after the product launch, he advised that his children were not allowed to have an iPad. Why?

Steve’s answer, although he is the father of the product, saw no need for his children to have one since they each had an iPhone and a Mac. Steve himself declared that the iPad wasn’t an item for children if you wanted them to grow up learning outside of technology, and wanted them to grow up on a more live social scale, rather than a digital scale. As a person of reasoning, I can understand his decision.

But in 2016 the iPad Pro came into the picture, and we see Apple commercials today in 2018 with a child carrying his iPad Pro around with them – everywhere. They seem to be doing everything from taking pictures with it to writing a report for school. Finally at the end of the commercial, a woman asks, “What are you doing on your computer?” And the child responses, “What’s a computer?”.

So what happened here? Steve Jobs said that the iPad was not suitable for his own children, but here is Apple after the late Steve Jobs turns his passion over to Tim Cook, advertising the iPad Pro with the main character as a child.


The iPad was basically an enlarged iPhone and e-Reader when it was first introduced. It really didn’t have the capabilities and speed that it has today and Apple even claims that it can replace a laptop, which with the App Store and it’s (sometimes) overwhelming number of apps, like Microsoft Office, you can really run your day from an iPad Pro.

I am using it right now and I have since 5am this morning.

So would Steve Jobs allow his kids to have an iPad Pro today in comparison to Apple’s original iPad from 2010?


Online Businesses – What I Learned About Them, Which Educated Me for My Own Benefit

In this day and age, I strongly believe that the ‘Fake it Until You Make it” idea is being used in full force by some, if not by many, within the new start-ups of today.

You can’t fake it forever.

If you weren’t a genius child who created a ‘must have’ item or idea in your teens, you might be one of these start-ups that needs to get more experience and education under your belt…….and by all means, get some customer service experience too or create a partnership with someone that has the experience. It will help you get those return customers and recommendations you need to thrive.

How do I know this? I tried about 10 years ago to create my own start-up. I had no idea what I was doing because it was a field that I was not an expert or had enough experience in, nor did I attempt to find a partner to help me establish my business. I created a business plan.  I wasted money on advertising and time on cold calling – only to produce a lesser than perfected product for a client compared to my competitors charging $10 more for the same product. The worst part was, I had very few leads and no recommendations to start with.

I’ll admit it. I failed. I failed HARD.

Today I see the same thing happening to others. I see it in their ads through social media. It’s almost like it’s a calling of desperation to get a new or their first client on board. But let’s face it. If you have a lead or two that would recommend you (a former employer, a former client, a friend, family member, etc), you will succeed far faster than most people expect to. If you don’t have this advantage, join MeetUp groups. There are many available on Facebook and Google+. Try doing a search on Google with your local town or closest largest town, there is bound to be something.

Reality check: It can still take months to establish yourself or get your first client.

Avoid Fivver and other large scale ‘For Hire’ sites. You won’t make nearly as much and you cannot advertise your personal brand or your website – you can advertise yourself, but only as a ‘For Hire’ site employee. However, this can be a way to get your name out there, but the personal and professional branding isn’t there. Face it. Their prices are cheap because you get what you pay for. In other words, don’t order a Windows Phone if you expect to get the latest iPhone. Would you want to be known as a brand that has depleted its time on the market or as a thriving brand that has stood up to the test of time and demands of the public?

It makes sense, doesn’t it?

Don’t settle for less – get paid what you are WORTH and make your clients aware of how and why you’re different from the competition and the ‘large scale’ service providers. Focus on you, your skills, your goals, and your accomplishments in conversation as a way to answer or rebuttal a client’s question or fall back against your services.

Don’t settle for less, but don’t expect more when you provide less.

Think about it.

Thank you for reading! If you like my article, please feel free to like, share or follow me on social media or at You can always visit my page on and don’t forge to clap for me!

Obsessed with Technology and Becoming the VigorIntel Online Start-Up

Although I will have my Bachelors Degree in Human Resource Management in April 2018, I am obsessed with technology – I always have been. It’s such a strong passion of mine that I am always reading about improved technology from all sides of innovation and watching annual events in relation to Apple, Samsung and Microsoft new releases.

Every device has its positives and negatives about them. In other words, I personally don’t think that there is a perfected device out there, but there is a device perfect for everyone based on  an individual need. This is the beauty of technology. Choices. Unlike your 5th grade math class, there is no right answer.

I have always been the go-to guy from family and friends when they need advice about fixing an issue and recommending user software or apps for mobile and stationary devices. Even people that I haven’t heard from in quite a while send me a message on Facebook looking for advice – and I don’t mind it, but I’m not your regular personal tech guru without a fee either.

This is when I started I became aware that there was a market for my skills – even if I only wanted to do it Part Time. I have always loved blogging, and one day I decided to teach myself Adobe Illustrator, Photoshop, Premiere Pro (in the process of learning), After Effects (in the process of learning) and Muse. On top of years of my technical knowledge, this gave me a new incorporated service platform to offer people. An all in one stop shop for digital design, tech support, creative writing and web design.

All I did was buy a domain and web hosting services. Although you can use simple and easy sites like WordPress (I use it for blogging, like this one), I found it more challenging and personalized to create my own sites from scratch. After all, there isn’t just one smart device for everyone, why should anything else be?

Now mind you, I’m almost done with my BS degree in Human Resource Management, and I love helping people and business. But this doesn’t mean I have to neglect my other interests and expertise.

Once you figure out exactly what you love, you can do amazing things – and possibly make a little extra cash in the process.

Never give on your passions.