Experienced in technical escalation, process optimization, and compliance across customer service, SaaS, and insurance sectors. Skilled in SOP development, team mentoring, and cross-functional coordination to deliver impactful solutions.
Led Tier 2 cases handling technical and complex customer issues across multiple industries.
Authored SOPs, established QA frameworks, and mentored new hires to standardize operational workflows.
Handled KYC, AML, HIPAA, and ToS auditing ensuring regulatory compliance across service platforms.
Provided technical resolutions in SaaS environments, including website management, payment gateways, and DNS.
Alorica (for Best Buy)
Dedicated technical liaison for complex order management, warranties, and manufacturer policies., Managed Geek Squad technical dispatch and navigated protection plan claims processing., Proactively mitigated supply chain disruptions and carrier delays through alternative logistics solutions to...
Everise (for Humana)
Managed 30+ daily HIPAA-compliant cases involving medication refills, claims, and provider appointments with a 95% resolution rate., Ensured 100% adherence to federal data governance standards while handling sensitive financial and medical data.
Telus International (for Wix.com)
Acted as the primary bridge between users and back-end infrastructure, coordinating with internal teams and external partners Adyen and Stripe to resolve payment processing failures., Authored and implemented the official standardized SOP for the Tier 2 team via Google Drive to align global billing...
VXI Global & Alorica
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Achieved top performance in retention and sales support, improving customer loyalty and sales closure rates.
Ranked as a top performer for 6 consecutive months; achieved a 15% higher retention rate than the average through consultative sales for DirecTV and Spectrum., Provided floor support and coaching to agents to improve technical resolution and sales closure rates., De-escalated complex service issues...