Customer-focused Team Leader and Process Trainer with 10+years of progressive experience in customer service, insuranceoperations, and BPO leadership. Proven ability to improvecustomer satisfaction scores by 20%, resolve complex serviceissues, and deliver world-class client experiences. Skilled incoaching, training, and mentoring teams to consistently achieveservice excellence, performance goals, and quality standards.Proficient in modern CRM platforms (EZLynx, Workday,Salesforce) and collaboration tools (Zoom, Microsoft Teams), witha strong background in customer engagement, problem resolution,KYC compliance, credit score assessment, insurance scoreevaluation, and retention strategies.
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