I'm a customer support and quality assurance specialist with almost 10 years of hands-on experience in the BPO industry. My background spans the full spectrum of customer operations—from handling front-line email, chat, and voice support for financial and e-commerce accounts to leading quality analysis, compliance monitoring, and agent coaching.
On the customer-facing side, I’ve handled everything from routine order tracking to complex Tier 3 technical and financial issues, such as bank connection failures and overdrafts. Behind the scenes, I’ve audited thousands of support interactions, identified policy violation trends, and mentored underperforming agents to help them hit department benchmarks.
I’m comfortable working in fast-paced environments with tools like Salesforce, Zendesk, Kustomer, Five9, Agora (Social Media), Intercom, and Google Workspace. Whether I’m solving a tricky customer problem or helping a team improve its quality standards, I focus on staying dependable, detail-oriented, and clear in my communication.
