Driven by a passion for excellence and a commitment to customer satisfaction, I bring over 10 years of combined experience in Business Process Outsourcing and remote project management. Starting as a Technical Customer Support Representative, I rapidly advanced to Customer Support Supervisor and Project Manager roles, demonstrating my ability to lead, innovate, and deliver results.
As a Customer Support Supervisor, I lead a dynamic support team, ensuring top-notch service for online courses, coaching programs, and software products. My focus on process improvement and quality assurance has consistently resulted in enhanced customer satisfaction and operational efficiency.
In my role as a Project Manager, I oversee the end-to-end execution of diverse projects. I excel at coordinating cross-functional teams, managing timelines, and driving projects to successful completion. My leadership in these areas has been instrumental in the growth and success of the initiatives I’ve managed.
Key Strengths & Skills:
Customer Support Management: Expertise in managing support teams, handling inquiries, resolving issues promptly, and ensuring high levels of customer satisfaction.
Technical Support: Proficient in troubleshooting technical issues, identifying bugs, and providing effective solutions across various platforms, ensuring seamless operations.
Web Development: Experienced in building branded websites using tools like Beaver Builder, Elementor, and Clickfunnels, with a strong focus on aligning with client branding and business goals.
Project Management: Proficient in planning, executing, and delivering projects on time and within scope, while managing cross-functional teams.
Process Improvement: Skilled in analyzing metrics to identify trends, implementing strategies for enhancement, and streamlining workflows to increase efficiency.
Training & Quality Assurance: Experienced in developing training programs, creating SOPs, and ensuring adherence to best practices to maintain high-quality standards across teams.
Tools & Technologies:
Customer Support & Communication Tools:
-Zendesk: Customer service platform
-Freshdesk: Customer support software
-Zoho: CRM and customer service
-Tidio: Live chat and chatbot
-Jive: Communication and collaboration
-Slack: Team communication
-Microsoft Teams: Team communication and collaboration
Project & Team Management Tools:
-Basecamp: Project management and team collaboration
-GoHighLevel: CRM and marketing automation
-Calendly: Appointment scheduling
Website Development & Design Tools:
-Beaver Builder: WordPress page builder
-Elementor: WordPress page builder
-Clickfunnels: Sales funnel builder
-WordPress: Website creation and management
E-commerce & Business Management Tools:
-Amazon Seller Central: E-commerce platform management
-Bluehost: Web hosting
-Cloudflare, NameSilo, Namecheap, GridPane: Domain, hosting, and server management
Office Productivity & Document Management Tools:
-Microsoft Office: Word, Excel, PowerPoint, Outlook
-Google Suite: Google Docs, Sheets, Slides, Calendar, Forms
-Dropbox: File storage and sharing
-DocuSign: Electronic signatures
Marketing & Advertising Tools:
-Social Media Marketing and Advertising (Network Ads): Digital advertising
-Canva: Graphic design and content creation
Video & Visual Communication Tools:
-Bonjoro: Personalized video messaging
-Zoom: Video conferencing and webinars
-GoToWebinar: Webinar hosting and online events
With a reputation for being tenacious, detail-oriented, and adaptable, I am ready to take on new challenges and help your business thrive.
Whether you need expert technical customer support, customer support manager, project management, or a combination of all three, I am here to deliver results that exceed expectations.
Let’s connect and discuss how I can contribute to your success!
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