Technical Support & Retention Specialist | Sutherland Global Services
March 2013 – October 2014
Provided technical support, billing assistance, and retention solutions for AT&T U-Verse customers while supporting seasonal campaigns for 1-800-Flowers. Successfully handled customer concerns, improved retention, and developed strong communication and sales skills in a fast-paced BPO environment.
US Visa Service Desk Specialist | Siblings Solutions
November 2014 – June 2015
Pioneered the US Visa Service Desk supporting clients from Nigeria, Ghana, Australia, Fiji, and Japan. Managed email, chat, and phone inquiries using Salesforce, Kayako, and Vicidial, while creating response templates and training materials that improved team efficiency and onboarding processes.
Supervisor – Frontier Airlines | Sitel
July 2015 – November 2016
Led escalations and IROPS handling for Frontier Airlines while supervising support teams and training new hires. Strengthened operational efficiency and customer resolution handling through leadership, coaching, and calm decision-making under pressure.
Operations Manager | Deca Energy
December 2016 – December 2026
Progressed from Customer Support Agent to Operations Manager for a U.S.-based natural gas supplier servicing DC, VA, and MD. Managed operations, payroll, invoicing, gas purchasing, customer escalations, refunds, employee coaching, and process improvement initiatives. Worked directly with the company owner on operational strategy and helped streamline workflows, improving operational efficiency and team performance.
Real Estate Virtual Assistant | J&L Real Estate
April 2022 – December 2022
Supported real estate operations as a part-time Virtual Assistant by conducting property comping, creating marketing and social media content, and assisting with land due diligence verification. Helped improve marketing consistency and supported property evaluation processes for investment decisions.
Client Success Manager / Executive Assistant | Omari Academy
April 2023 – December 2025
Managed onboarding, contracts, digital product releases, webinars, and client success operations for an online education company. Coordinated internal teams, tracked sales and onboarding pipelines through Google Sheets and -----------, managed Kajabi and WHOP systems, and improved client communication and automation processes to enhance overall customer experience.
Co-Founder & Operations Lead | IX Solutions
April 2023 – May 25, 2026
Co-founded a virtual staffing agency supporting medical and service-based clients. Led client acquisition, recruitment, payroll, invoicing, operations management, SOP creation, and training development. Built scalable operational systems from scratch and implemented structured leadership reporting, improving workflow efficiency and long-term account stability.
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