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Team Lead with 8+ years of expertise in customer service and operations
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Competencies
Provided tier-1 support, handled escalations, and ensured high customer satisfaction levels.
Led teams, coached staff, and managed performance to achieve operational goals.
Managed financial reconciliation processes, transaction verification, and reporting tasks.
Facilitated communication with stakeholders and collaborated across departments to ensure service quality.
Utilized advanced Excel functions like Pivot Tables and VLOOKUP for reporting and data analysis.
Education
Languages
Summary
Experienced team lead with a focus on customer support, operational excellence, and team development across the cruise and logistics industries.
Key Achievements
- Led and managed teams in customer service and back-office operations, ensuring compliance and operational excellence.
- Trained and onboarded new team members, fostering skill development and performance consistency.
- Handled complex operational tasks including financial reconciliations, transaction processing, and escalation management.
Experience
Back Office Subject Matter Expert/Team Lead
Led team management and coordinated critical operational tasks., Trained and onboarded new team members to ensure smooth integration and performance consistency., Specialized in financial reconciliations, transaction processing, and reporting., Managed escalations and ensured compliance through...
Customer Service Subject Matter Expert/ Team Lead
Provided live support to agents, ensuring adherence to service levels., Monitored metrics compliance, including response times and customer satisfaction., Analyzed performance, offering coaching and feedback to improve efficiency.
Trade Customer Service Specialist
Assisted travel agencies with inquiries and operational support., Resolved complex travel-related issues, ensuring high customer satisfaction., Facilitated communication between stakeholders for smooth service processes.
Trace Ground Escalation Specialist
Investigated lost/unallocated packages, coordinating with warehouses and customers., Managed outbound calls and back-office operations for efficient tracking., Ensured customer satisfaction by providing timely updates and solutions.