Customer Experience & Support Leader | U.S. Customer Service | Retention, Escalations, Coaching & Operations

Need a customer experience professional who can handle customers while also improving the support operation behind them?

I bring 11+ years of experience supporting U.S. and Australian customers across telecommunications, healthcare, payments, and service operations, with 4+ years in leadership, training, coaching, and performance development.

I started on the frontline and progressed into Subject Matter Expert, Learning Specialist/Trainer, and Team Leader roles, giving me a practical understanding of both the customer and the operation behind the experience.

What I can help your business with:

• Customer Support & Customer Experience
• Customer Retention & Service Recovery
• Escalation & Complaint Management
• Customer Success & Client Support
• Email, Chat & Voice Support
• KPI & Performance Management
• Coaching & Team Development
• Training & Onboarding
• Quality Assurance & Call Auditing
• Remote Team Operations

I don't just focus on closing a ticket or answering a customer. I look for the root cause of the problem, resolve the customer's concern, and identify opportunities to improve the experience and prevent repeat issues.

I have helped improve NPS from 48% to 67% through structured coaching and managed 18+ T-Mobile USA training cohorts of 25–35 trainees, achieving approximately an 80% graduation rate.

Whether you need someone to personally handle your customers, protect customer relationships, manage escalations, improve support quality, or coach a team, I can contribute from day one.

I'm available for full-time remote opportunities in Customer Experience, Customer Success, Customer Support, Client Operations, Training, and Team Leadership.

Let's discuss what you're trying to improve and how I can help.