Operations and customer support professional with 6+ years of experience supporting US-Based e-commerce, life insurance, and annuity accounts. Skilled in CRM management, customer support operations and process improvement, with proven success leading offshore teams and improving operational workflows. Reduced customer escalations, improved First Call Resolution (FCR) by 90%, and supported the launch of a new insurance line of business with 20 customer service representatives consistently meeting KPI targets. Proficient in Google Workspace, Salesforce, Zendesk, Slack, and ChatGPT for remote operations support.
