Greetings!
I'm ----------- and I bring over 11 years of experience in the customer service industry and 9 years of experience in supervisory roles. I have proven ability to lead teams to success and exceed goals set without compromising integrity and company values.
Currently, I assist in managing our customer service team, where I focus on sharing feedback via coaching, monitoring performance, and handling escalations. I have a proven track record in improving KPIs, mainly CSAT, quality scores, and handling time via meaningful coaching sessions and constant follow-ups to close any behavioral gaps. I’m also the primary point of customer escalations and handle any client communication, such as sharing monthly performance updates, new process roll-outs, and product launches. I truly believe in retaining customer loyalty and gaining client trust.
I am also proficient in Microsoft 365, as it is my primary tool for generating and analyzing reports, identifying trends, and coaching. My experience across multiple industries has equipped me with the flexibility and resilience needed to adapt quickly in an ever-changing, fast-paced environment while still maintaining strict compliance with policies and data standards
Cheers!
