Detail-Oriented Administrative & Customer Support Professional | Quality Assurance | Operations Support
I am a customer support and quality assurance professional with over 9 years of experience helping global businesses deliver exceptional customer experiences and improve operational performance. Throughout my career, I have worked with clients from the United Kingdom, Singapore, Australia, India, the United Arab Emirates, Hong Kong, the Netherlands, and Spain.
I started my career as a Customer Care Representative, where I consistently achieved high Customer Satisfaction (CSAT) scores through excellent customer service and problem-solving. I was later promoted to Quality Analyst, conducting quality audits across phone, chat, email, and social media, facilitating calibration sessions, analyzing performance trends, identifying process improvements, and handling executive-level customer escalations.
After being promoted to Quality Lead, I managed and mentored a team of Quality Analysts, prepared executive reports, analyzed performance data, facilitated meetings with stakeholders, maintained documentation, and partnered with operations leaders to improve business performance through data-driven recommendations.
