I am a Customer Support and Operations professional with over 12 years of experience in the BPO industry, progressing from frontline support to leadership roles including Quality Analyst, Team Supervisor, Team Leader, and Operations Manager. I specialize in customer experience operations, team leadership, quality assurance, and e-commerce customer support.
Throughout my career, I have handled phone, email, and chat support, supervised international teams, and managed operational performance in high-volume environments. I have extensive experience supporting global customers across more than 50 countries, ensuring efficient service delivery while maintaining strict data privacy and compliance standards.
Earlier in my career, I worked on an international information services program assisting visa applicants with application procedures, interview scheduling, status inquiries, and passport tracking. This role required strict adherence to confidentiality policies and compliance training such as FPP and FCPA, ensuring sensitive applicant information was handled responsibly.
More recently, I worked with an e-commerce eyewear brand, supporting order processing, prescription validation, fulfillment tracking, and customer inquiries. I assisted customers with returns, replacements, exchanges, loyalty rewards, and invoice documentation, while also managing escalations and customer retention cases.
My background in operations management and quality assurance allows me to contribute not only as a customer support professional but also as a Virtual Assistant or Operations Support Specialist who can help improve workflows, maintain service quality, and support business growth.
What I Can Help You With
Customer Support
- Email, chat, and phone support
- Order inquiries and WISMO tracking
- Returns, exchanges, and replacements
- Escalation management and customer retention
E-commerce Support
- Shopify order management
- Loyalty and rewards support
- Return and refund processing
- Product inquiries and recommendations
Operations & Team Support
- Team performance monitoring
- Quality assurance and coaching
- KPI tracking and reporting
- Process improvement and workflow support
Administrative & Virtual Assistant Tasks
- Email management and documentation
- Client communication and reporting
- Appointment coordination
- Operational and administrative support
Tools & Platforms I Have Used
Customer Support & CRM
- Zendesk
- Gladly
- Salesforce (Atlas)
- Microsoft Dynamics
E-commerce Platforms
- Shopify
- Yotpo
- Loop Returns
Analytics & Quality Monitoring
- Looker
- Fuse
- Medallia (Stella)
Communication & Productivity
- Slack
- Microsoft Outlook
- Google Workspace
- Microsoft Office
Call Center Systems
- VICIdial
Why Hire Me?
- 12+ years of customer support and operations experience
- Leadership background managing teams of 10–30 agents
- Experience supporting global customers across multiple countries
- Strong knowledge of CRM, e-commerce, and customer support systems
- Proven ability to maintain high service quality and operational efficiency
I am reliable, detail-oriented, and committed to helping businesses deliver excellent customer experiences while maintaining efficient operations.
I am open to long-term remote opportunities and can adapt quickly to new systems and workflows.
