Detail-oriented Customer Service and Operations professional with 5+ years of hands-on experience spanning multi-channel customer support (voice, chat, email), real-time workforce management, and team leadership.
Proven track record of managing high-volume operations, maintaining a 95% First-Contact Resolution (FCR) rate, 90%+ Quality Assurance scores, and consistently achieving 90%+ SLA targets.
Skilled Team Leader experienced in directly managing 18+ agents, continuous performance auditing, weekly quality calibrations, and tailored Performance Improvement Plans (PIPs).
Proficient in workforce management, real-time adherence tracking, shrinkage management, calendar/schedule management, and cross-functional reporting for global client bases.
Eager to leverage deep expertise in CRM navigation, workflow optimization, conflict resolution, and operational support to excel in a high-impact Virtual Assistant / Executive Assistant role.
✅ Multi-Channel Customer Support (Voice, Email, Chat & Escalations)
✅ Team Leadership & Performance Coaching
✅ Workforce Management & Real-Time Adherence (RTA) (Interval Monitoring, Shrinkage Management)
✅ SLA Compliance & Quality Assurance
✅ CRM & Operations Platforms (Zendesk, Salesforce, Genesys, Medallia, Leapsome)
✅ Productivity & Tech Tools (Google Workspace, Microsoft Excel, Slack, Canva)
✅ Quality Calibrations & Process Improvement
✅ Operational Reporting & Performance Auditing
✅ Schedule Management, File Management & Remote Operations
✅ Customer Experience (CX) & Conflict Resolution
✅ Employee Engagement & Attrition Reduction
✅ Cross-Functional Communication & Stakeholder Support
