Customer service and customer experience leader with 12+ years of experience progressing from frontline support and team leadership into operations management, coaching, quality assurance, retention, and performance improvement.
My leadership scope has included managing six supervisors and 90 agents in a structured organization, with each supervisor leading 15 agents and reporting directly to me. I have led remote and high-volume service teams responsible for customer satisfaction, quality, productivity, retention, escalations, and operational consistency.
I have hands-on CRM experience with Salesforce at TELUS Digital, Einstein at VXI Global Solutions, and Teligence at TP. I also used unnamed/proprietary CRM platforms at RSF Agency and The Movement to document customer interactions, track cases and follow-ups, maintain accurate records, monitor service activity, and support reporting.
I conducted employee retention discussions, participated in final interviews for agent candidates, and contributed to improvement projects that raised ASAT, CSAT, QA, sales, and average handling time performance. My leadership approach combines clear accountability, data-informed coaching, supervisor development, cross-functional collaboration, and practical process improvement.
Core strengths:
• Customer Service and Customer Experience Leadership
• Operations Management and Remote Team Leadership
• Salesforce, Einstein, Tellygence, and CRM Operations
• Coaching, Performance Management, and Leadership Development
• CSAT, ASAT, QA, SLA, FCR, AHT, Productivity, and Retention
• Escalation Management and Process Improvement
• KPI Reporting and Cross-Functional Collaboration
• Employee Retention and Candidate Interviewing
Open to remote Customer Service Team Leader, Customer Support Manager, Customer Experience Manager, Customer Success Lead, Operations Team Lead, and related service-leadership opportunities.
Verified
