Dedicated professional with over a decade of experience in customer service, team supervision, and training across call centers and logistics. Skilled in complaint resolution, team development, and client relations to enhance customer satisfaction and operational efficiency.
Handled complex customer inquiries, complaint resolution, and maintained high customer satisfaction across diverse industries.
Supervised, mentored, and coached teams in fast-paced environments, ensuring performance metrics and service standards were achieved.
Designed and delivered training modules for new hires and current employees, improving team competency and knowledge retention.
Coordinated with clients to resolve issues, negotiate agreements, and foster cooperative relationships, ensuring customer satisfaction.
Sykes Enterprises
Answered customer telephone calls promptly to avoid on-hold wait times., Offered advice and assistance to customers, paying attention to special needs or wants., Provided primary customer support to internal and external customers in fast-paced environment.
Sykes Enterprises
Addressed team members’ inquiries in a timely and accurate time., Served as mentor to junior team members., Lead a team of customer service representatives to increase service center profitability., Made reasonable procedures and refreshers for the Team Members.
Concentrix
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements, Effectively coach direct reports on their performance on a regular basis to ensure performance metrics...
High School Diploma
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Managed and documented customer cases, claims, and complaints in digital systems ensuring accuracy and timely resolution.
