I’ve been working in customer service and technical support for over 8 years, with the last 4+ years spent in a leadership role. Currently, I’m a Team Leader managing 13 agents, making sure we hit our targets while still delivering a great customer experience.
Most of my day-to-day involves coaching tea-----------mbers, handling escalations, and monitoring performance metrics like CSAT, QA, and AHT. At the same time, I’m very hands-on and still comfortable handling customer concerns directly when needed. I enjoy both leading a team and being on the front lines supporting customers.
I’m experienced with tools like Zendesk, OFBiz, and Shopify, and I regularly use Excel to track performance and identify areas for improvement. I’m known for staying calm under pressure and finding practical solutions, especially in more complex situations.
I’m open to opportunities in both team leadership and customer support roles, where I can contribute my experience, continue to grow, and help deliver strong results for the team and the business.
Verified
