Support leader with over 12 years of experience in tech and telecom industries, specializing in team leadership, CRM management, and process improvement. Proven ability to enhance customer satisfaction and team performance.
Directed high-performing support teams and mentored agents to improve performance.
Developed strategies to improve customer satisfaction and resolve support issues efficiently.
Utilized Zendesk, Salesforce, Helpshift, and Dixa for workflow management, reporting, and KPI tracking.
Provided technical support and documented workflows to enhance knowledge bases.
5CA
Led a high-performing team using CRM platforms including Zendesk, Salesforce, Helpshift, and Dixa to streamline workflows, resolve tickets and chats efficiently, and improve CSAT by 45%., Leveraged Salesforce dashboards to track performance metrics, generate reports, and align team goals with...
5CA
Delivered technical support via Zendesk and Helpshift, maintaining a 92% customer satisfaction rating., Documented support workflows and common issues, enhancing the internal knowledge base., Used Slack to collaborate with global team members and escalate high-priority issues efficiently.
SafeAuto Insurance
Managed auto insurance claims using proprietary CRM systems, ensuring timely and accurate evaluations., Resolved 95% of assigned claims within targeted timeframes.
Appen Butler Hill
Evaluated search relevance and ad performance, contributing to data quality and algorithm improvement.
High School Diploma
Used Teams, Slack, and internal communication channels for team coordination and escalation.
Lionbridge
Conducted ad quality assessments following specific guidelines and compliance standards.
Language Line Solutions
Provided accurate interpretation during medical procedures and consultations, enhancing patient-caregiver communication.
Teleperformance
Delivered high-quality support in a high-volume environment., Trained junior reps and used CRM tools for customer engagement and upsell opportunities.