Customer support professional with over 10 years of experience across BPO and remote service environments. Started at Convergys Philippines handling ----------- email support, then advanced to a Subject Matter Expert role overseeing pilot teams and agent performance documentation. Spent nearly 8 years as an Online English Teacher with TAL and as a freelancer, managing multi-level student progress and delivering structured curriculum feedback.
Currently with The Support Heroes, contributing to internal documentation, workflow development, merchant trend analysis, and cross-team technical escalations including quality evaluation through case mining.
Known for taking on expanded responsibilities beyond frontline support: from team oversight and process documentation to workflow optimization and quality assurance, making for a well-rounded background in both customer-facing and operational support functions.
