Results-driven BPO professional with proven experience in leadership, customer experience, and business operations support.
Served as Team Lead OIC at TELUS under the Airbnb program, overseeing daily operations, coaching tea-----------mbers, managing performance metrics, and ensuring service excellence.
Supported the Assistant Consulting Manager by analyzing marketing data, preparing performance reports, coordinating campaigns, maintaining documentation, and assisting with client communications. Contributed to strategic planning and operational efficiency in a fast-paced, results-driven environment.
At Concentrix (CNX), started as a Customer Advisor for EMMA UK B2B, handling business clients and complex concerns with a solutions-focused approach. Promoted to Subject Matter Expert (SME) within three months, providing floor support, mentoring agents, managing escalations, and ensuring process compliance. Later transitioned to the TQ Team, contributing to quality standards and performance improvement initiatives.
Adaptable, analytical, and performance-driven, with a strong commitment to operational excellence and team success.
