Team Leader, Operations | Customer Service Specialist

PAULA
Customer Support Specialist | BPO Subject Matter Expert | Virtual Assistant

Professional Summary

I am a results-driven Customer Support Specialist and BPO Subject Matter Expert with over four years of experience in the BPO industry. I have extensive experience in customer service, escalation handling, training and mentoring, quality assurance, process documentation, data analysis, and cross-functional collaboration.

I am highly adaptable, detail-oriented, and comfortable working in fast-paced environments. I enjoy solving complex problems, improving processes, supporting tea-----------mbers, and ensuring customers and stakeholders receive professional and efficient service.

I am currently open to opportunities in Virtual Assistance, Customer Support, Administrative Support, Operations, Quality Assurance, and BPO/SME roles.
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WHY WORK WITH ME?

I bring hands-on BPO experience combined with strong customer service, analytical, administrative, and process-improvement skills. My experience as both a Customer Service Representative and Subject Matter Expert has taught me how to understand customer needs, analyze problems, support teams, document processes, and continuously look for ways to improve efficiency.

I am dependable, organized, willing to learn, and committed to delivering high-quality work. I can work independently while also collaborating effectively with a team.

My goal:

To become a reliable long-term partner who can help your business provide excellent customer experiences, stay organized, and improve day-to-day operations.
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WHAT I CAN HELP YOUR BUSINESS WITH

Customer Support<8efe80624d780eba0c6493ec45140364>Email & Chat Support
Virtual Assistance
Administrative Tasks
CRM Management
Data Entry & Data Management
Customer Follow-ups
Ticket & Case Management
SOP Creation & Documentation
Process Improvement
Quality Assurance
Excel Reports & Data Analysis
Team Training & Knowledge Management
Escalation Handling
Research & Information Gathering
Operations Support
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WORK EXPERIENCE
CONCENTRIX

Subject Matter Expert (BPO SME)
March 2025 – March 2026

Served as a subject-matter resource and go-to person for complex process-related questions and concerns.
Provided expert consultation and recommendations to support decision-making and operational improvements.
Assisted in creating and improving Standard Operating Procedures (SOPs) for new projects and policies.
Developed and delivered training sessions to help tea-----------mbers improve their knowledge, skills, and performance.
Mentored new and junior tea-----------mbers on processes, best practices, and specialized topics.
Collaborated with cross-functional teams during planning, testing, implementation, and process improvement initiatives.
Supported quality assurance activities by conducting reviews and helping maintain process compliance and consistency.
Developed a process improvement file using Microsoft Excel PivotTables to identify trends and areas requiring improvement.
Analyzed complex issues and escalated concerns to determine root causes and provide practical solutions.
Served as a liaison between teams and stakeholders to ensure clear and effective communication.
Supported continuous improvement initiatives by identifying process gaps and recommending solutions.


CONCENTRIX

Customer Service Representative
January 2022 – 2025

Managed a high volume of customer interactions while maintaining professionalism, empathy, and efficiency.
Consistently worked toward key performance metrics including CSAT, AHT, and Quality Evaluation.
Resolved customer concerns accurately while ensuring a positive customer experience.
Collaborated with internal and cross-functional teams to resolve complex customer issues.
Developed effective time-management strategies to handle multiple tasks without compromising quality.
Maintained accurate customer records and followed established processes and documentation standards.
Adapted quickly to changes in procedures, systems, and business requirements.
Demonstrated strong problem-solving skills when handling challenging or escalated customer concerns.

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CORE SKILLS

Customer & Client Support
Customer Service
Customer Relationship Management
Escalation Handling
Omnichannel Support
Professional Communication
Customer Retention & Satisfaction
Empathy & Emotional Intelligence
Operations & Administration
Administrative Support
Data Management
Process Documentation
Standard Operating Procedures (SOPs)
Quality Assurance
Process Improvement
Workflow Management
Reporting
Analytical & Problem-Solving
Root Cause Analysis
Trend Identification
Data Analysis
Process Evaluation
Troubleshooting
Continuous Improvement
Microsoft Excel Reporting
Leadership & Training
Tea-----------ntoring
New Hire Support
Training & Development
Knowledge Sharing
Presentation
Stakeholder Communication
Cross-Functional Collaboration
TECHNICAL SKILLS
Microsoft Excel — Advanced, including PivotTables and VLOOKUP
Salesforce
Salesforce Commerce Cloud
Microsoft Dynamics 365 Finance & Operations
Cisco Finesse
Cisco Jabber
Talkdesk
Microsoft Outlook
Microsoft Teams
Customer Relationship Management (CRM) Systems
Call Center Platforms
Process Documentation & SOP Tools

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KEY STRENGTHS

Strong Communication
Able to explain complex information clearly and professionally to customers, teammates, and stakeholders.

Analytical Thinking
Skilled at reviewing information, identifying trends, understanding root causes, and providing actionable solutions.

Problem Solving
Experienced in troubleshooting customer concerns, process issues, and escalations while finding practical solutions.

Time Management
Able to prioritize multiple responsibilities and meet deadlines while maintaining quality.

Adaptability
Quick to learn new systems, processes, technologies, and changing business requirements.

Leadership & Mentoring
Experienced in guiding peers, supporting new tea-----------mbers, and sharing process knowledge.

Attention to Detail
Committed to accuracy in documentation, reporting, customer interactions, and process-related tasks.

Emotional Intelligence
Maintains patience, professionalism, and empathy when dealing with customers and high-pressure situations.
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LET'S WORK TOGETHER

If you're looking for someone who is professional, adaptable, detail-oriented, and experienced in customer service and BPO operations, I would be happy to contribute to your team.

Paula
Customer Support Specialist | BPO SME | Virtual Assistant
Open to Remote Opportunities