Accomplished Customer Service Specialist & Project Coach with 9 years of comprehensive BPO experience driving frontline excellence and team performance. Began career as a high-performing Customer Service Representative, consistently exceeding key performance indicators (KPIs) through exceptional problem-solving and communication. Promoted to Team Lead and Project Coach due to strong technical execution and a collaborative leadership style.Specialized in utilizing data-driven coaching and rigorous root-cause analysis to diagnose performance gaps, optimize agent workflows, and guide teams to hit aggressive target metrics. Expert at translating complex operational data into actionable, frontline service strategies. Bringing a unique blend of high-empathy customer care and analytical coaching insights to deliver a superior customer experience while upholding strict project standards.
