Over 5 years of experience in BPO industry, including 2.6 years as a Real-Time Analyst managing intraday KPIs, SLA adherence, and queue performance. Backed by a strong foundation in multi-industry customer support and account management. Proficient in operational reporting, schedule adjustments, problem resolution, and cross-team collaboration to keep service delivery running efficiently. Also 2.5 years of hands on Customer Service Representative experience across different account such as, Financial, Telecommunications, Food Delivery, and Retail. Adept at empathetic conflict resolution, account management, technical troubleshooting, order investigation, and maintaining high First Contact Resolution and customer satisfaction.
