Customer Operations Team Lead with 12 years of experience in customer service and 3 years of leadership experience managing high- performing support teams in customer service and online gaming environment.
Experienced in driving operational excellence through coaching, KPI management, quality assurance, customer experience, and continuous process improvement. Proven ability to improve Quality performance from 30% to over 90%, increase SLA attainment from 50% to 95%, and reduce atendance and adherence issues by approximately 90-95%.
Proficient in Zendesk, Salesforce, Oracle, Billtrust, Avaya, AWS, Micrisoft Excel, Google Sheets, AI Help, Safekeeper Plus, and eStart.
Currently seeking remote leadership opportunities where I can contribute to customer experience, operational excellence. and team development.
