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Operations Supervisor with 8+ years in customer service and fraud prevention
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Competencies
Provided exceptional support and resolved inquiries across banking and customer service roles.
Supervised call center teams and managed performance metrics to ensure operational excellence.
Delivered coaching, supported team development, and improved service quality.
Founded and managed a falafel business, handling finances, marketing, and customer relations.
Collaborated with leadership to improve procedures and optimize team performance in multiple roles.
Education
Languages
Summary
Experienced in managing call center operations, performance metrics, and team coaching with a strong entrepreneurial background.
Key Achievements
- Supervised and improved key performance metrics in call center operations for fraud prevention and customer service.
- Led coaching initiatives and team strategies based on fraud trend analysis and operational data.
- Founded and managed a small business, overseeing all operational aspects including menu development, marketing, and customer relations.
Experience
Operations Supervisor – Fraud Call Center
Lead fraud prevention and support operations within the call center., Ensure adherence and compliance among specialists handling fraud-related inquiries., Track and manage performance metrics including AHT, ACW, hold time, and complaint rate., Deliver ongoing coaching and performance feedback to...
Operations Supervisor – RCS English
Supervised daily operations in the RCS English customer service call center., Ensured team performance by monitoring key metrics such as AHT, hold time, and complaint rate., Maintained schedule adherence among specialists to ensure consistent service levels., Provided coaching and support to agents...
Customer Service Representative
Deliver exceptional customer service, addressing inquiries, resolving issues, and providing information about banking products and services., Handle account maintenance tasks, process transactions, and ensure compliance with banking regulations.
General Manager, Founder
Founded and operated a successful falafel business, overseeing all aspects of the business, including menu development and customer service., Managed finances, marketing, and customer relations, ensuring a positive and memorable experience for patrons.
Manager
Managed daily operations of the bakery, overseeing staff and ensuring high-quality customer service., Responsible for inventory management, order processing, and maintaining a clean and organized workspace.
Printing Area Manager
Oversaw the printing area, managing staff and ensuring efficient and timely completion of printing orders., Provided excellent customer service, addressing customer printing needs and ensuring customer satisfaction.