Versatile professional with over 10 years of expertise in customer support, team supervision, and client relationship management within the BPO industry. Skilled in coaching, conflict resolution, and operational coordination to deliver exceptional service.
Extensive experience in resolving customer inquiries and ensuring high satisfaction levels across diverse sectors.
Proven ability to supervise, coach, and improve team performance in fast-paced call center environments.
Skilled in managing key accounts and vendor relations to ensure service excellence and operational efficiency.
Adept at handling escalations and resolving complex customer issues to maintain satisfaction and loyalty.
Conduent
Support U.S. customers with cruise reservations, itinerary planning, and travel inquiries.. Handle high-volume inbound calls while maintaining strong customer satisfaction.. Assist customers in selecting vacation packages based on preferences and budget.
Call Axis
Managed and coached a team of 15+ customer service agents.. Improved team KPIs through structured coaching and performance monitoring.. Resolved escalated customer cases and supported service quality initiatives.
ACT
Handled retention calls for U.S. telecom customers.. Identified reasons for service cancellation and provided solutions to retain clients.. Promoted additional services and increased customer lifetime value.
Teleperformance
Assisted customers with bank account questions and service issues.. Delivered efficient problem resolution and maintained customer satisfaction.
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The People Company S.A.
Managed client relationship and operational requests for Huawei.. Oversaw administration of 55+ corporate apartments and vendor coordination.. Prepared service quotes and coordinated logistics for client operations.
Alorica
Supervised teams of 15–20 agents in a fast-paced BPO environment.. Delivered weekly coaching sessions and performance reviews.. Handled escalations and improved team performance metrics.
