Customer Support Team Leader | Operations Management | Training & QA | Customer Experience Specialist | Zendesk | Freshdesk | Salesforce
I am a Customer Support and Operations professional with over 15 years of experience in customer service, team leadership, training, quality assurance, and process improvement.
Throughout my career, I have worked my way up from Customer Service Representative to Team Leader, gaining hands-on experience in managing customer interactions, coaching employees, improving processes, and driving operational performance. I have extensive experience handling email, chat, ticket, and phone support while ensuring service quality and customer satisfaction.
As a Team Leader, I oversee daily operations, monitor KPIs, conduct coaching sessions, manage workforce coverage, and collaborate with clients to achieve business goals. My background in Quality Assurance and Training has helped me develop strong analytical skills, attention to detail, and the ability to identify performance gaps and implement effective solutions.
I am proficient in Salesforce, Zendesk, Freshdesk, Google Workspace, Microsoft Office, Canva, and various reporting and analytics tools. I am also a Certified Six Sigma Green Belt and PDCA practitioner, allowing me to approach challenges with a continuous improvement mindset.
My key strengths include:
• Customer Support Management
• Team Leadership and Coaching
• Email, Chat, and Phone Support
• Quality Assurance
• Training and Onboarding
• Performance Management
• Process Improvement
• Workforce Planning
• Client Communication
• Data Analysis and Reporting
I am dependable, proactive, detail-oriented, and committed to delivering excellent customer experiences while helping teams achieve their performance goals. I am always eager to learn, take on new challenges, and contribute to the success of the organizations I work with.
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