Dedicated professional with over 7 years in customer service and quality assurance, adept at enhancing operational efficiency, coaching teams, and delivering exceptional support across various channels.
Specialized in monitoring, evaluating, and improving call quality to enhance customer experience.
Skilled in providing technical and support services across multiple channels, ensuring high satisfaction.
Experienced in collaborating with teams to implement corrective actions and improve performance.
Proficient in processing and verifying customer data with accuracy for government and corporate programs.
Startek
Monitor and evaluate recorded and live calls to assess agent performance and adherence to quality standards.. Provide constructive feedback to agents based on call monitoring results, focusing on areas for improvement and commendable practices.
Startek
Coordinated with cross-functional teams to implement corrective actions and improve operational efficiency.. Supported quality advocates by providing guidance, training, and performance feedback.. Compiled and analyzed data on call center performance, trends, and quality metrics, and prepared reports for management and present results to client and operations.. Participated in continuous improvement initiatives aimed at enhancing the quality of customer interactions.. Ensured compliance with regulatory requirements, client policies, and company policies during customers interactions.
Startek
Provided customer care support via chat for mobile services.. Assisted customers with inquiries, troubleshooting, and account management.. Maintained high levels of customer satisfaction through clear communication and timely resolution.
Bachelor’s Degree
High School Diploma
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Allied Global
Managed escalations cases and escalated customer issues that could not be resolved by tech dep or customer services representatives.
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Processed customer applications for the U.S. Government’s Wireless program.. Reviewed forms to ensure accuracy and completeness before approval.. Verified applicant information against Social Security Numbers (SSN) and valid identification documents.. Ensured compliance with program requirements and maintained high standards of data integrity.
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Delivered technical support for mobile phone customers across three major carriers.. Assisted with troubleshooting products and services, ensuring timely resolution of issues.. Provided exceptional customer service, balancing technical accuracy with empathy and clear communication.
