I have extensive experience in the Customer Service industry, having worked with various accounts since 2005. I started in 2005 as a customer-facing agent and eventually got promoted as a Supervisor in 2008, and as an Operations Manager in 2017. I am currently employed as an NPS Coach, mainly managing customer experience metrics and processes that drive customer satisfaction performance (NPS and Resolution).
Through the course of my career, I have gained valuable knowledge and experience in managing customer experience, workforce, reports and documentation, coaching, and business and process development. As a Manager, I handled a team of 200+ FTEs under the Technical Support group.
In my current role, I have direct interaction with the Operations and Management Teams. I perform an active role in data gathering and analysis, presentation, action planning and implementation, process inspection and improvement, and scaling these into bigger sections across the different LOBs of the program.
I am looking forward to working in data analytics and people management businesses. I am very keen to detail, process- and goal-oriented, and sees to it that tasks are completed within, if not before set deadlines. I am confdent that with the experience and skills I have developed througout my years in the industry, I will be able to add value to future employers and business partners.
