Experienced Telecom Trainer & Customer Service Leader with 17+ years in the US telco industry. Proven track record as Customer Service Representative, Subject Matter Expert, and Trainer, specializing in customer engagement, sales techniques, performance coaching, and process improvements. Adept at driving KPIs such as throughput, resolve rate, and quality. Skilled at bridging frontline operations with leadership strategies to deliver exceptional customer experience and revenue growth.Core Skills
Training Design & Facilitation
Coaching & Mentorship
Customer Success & Engagement
Performance Evaluation & QA
Process Updates & Documentation
Sales Enablement & Upselling
Troubleshooting & Escalation Handling
Team Collaboration & Support
