Results-driven **Customer Service and Operations Professional with 13+ years of BPO experience** across telecommunications, customer service, technical support, sales, retention, and team leadership.
I have progressed from Customer Service Representative to **SME, Team Leader, and Operations Manager**, giving me strong hands-on experience in both frontline operations and people management. I specialize in **coaching and performance management, customer experience, technical troubleshooting, sales, retention, KPI analysis, quality improvement, and process optimization**.
I am highly experienced in managing performance metrics such as **AHT, NPS, CSAT/OSAT, FCR, productivity, attendance, adherence, and transfer rate**, while using data and root-cause analysis to create practical improvement plans.
I am also comfortable working with **CRM systems, Excel, Microsoft Office, Teams, reporting tools, ticketing systems, and AI-powered performance tools**. I have supported process launches, trained leaders, created reports, and helped teams improve both customer experience and operational results.
I am currently open to **remote opportunities in Customer Support, Technical Support, Team Leadership, Sales, Retention, Customer Success, and Operations**.
**What I bring:**
• 13+ years of BPO experience
• Leadership and people-management experience
• Strong technical and customer support background
• Sales and retention expertise
• Data-driven coaching and performance management
• Excellent written and verbal English communication
• Strong problem-solving and critical-thinking skills
• Remote-work ready and highly adaptable
• Proven ability to learn new tools, processes, and accounts quickly
I’m looking to work with a company where I can contribute my experience, take ownership of results, and continue growing professionally.
