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Competencies
Demonstrated experience with English.
Demonstrated experience with Calendar Management.
Demonstrated experience with Report Generation.
Demonstrated experience with Data Analysis.
Demonstrated experience with Client Management.
Education
Languages
Experience
Customer Service Agent
Managed inbound customer service for a U.S.-based insurance provider, primarily assisting elderly clients., Handled medical pricing inquiries, coverage verifications, and service complaints with empathy and professionalism., Demonstrated multitasking by using over four applications during live calls., Supported clients in navigating their benefits and resolving issues promptly.
Customer Service Agent – Fraud Department
Assisted a U.S.-based bank by monitoring suspicious credit card activities and handling client inquiries., Provided clear, detailed information to customers while ensuring adherence to compliance policies., Developed attention to detail and efficient communication while resolving sensitive issues.
Junior Team Leader (QA)
Managed a team of five Quality Analysts, overseeing calibration sessions and quality standards., Coordinated agendas and facilitated meetings between Training, QA, and Operations departments., Generated and analyzed weekly and monthly reports to track performance metrics and quality KPIs., Trained and coached team members to align with company standards and client expectations., Enhanced operational efficiency through proactive issue resolution and effective team management.