Proven leadership in customer experience, policy servicing, and team management across high-volume environments. Skilled in process optimization, data analysis, and stakeholder collaboration to enhance service quality and compliance.
Managed policy servicing, case resolution, and compliance reviews across multiple roles.
Designed and implemented performance metrics, coaching, and operational improvements for teams.
Analyzed workflow data, trends, and risks to inform decision-making and improve service delivery.
Delivered compliant technical and customer support in high-volume, SLA-driven environments.
CR Spark
Led day-to-day policy- and procedure-driven servicing operations, ensuring accuracy, timeliness, and strict adherence to internal controls and compliance standards., Team Manager ensuring leadership coverage, workload prioritization, team support, and continuous SLA attainment., Designed and...
Foundever – SimpliSafe
Delivered accurate, compliant customer and technical support within a highly structured, SLA- and KPI-driven environment., Applied standardized troubleshooting, documentation, and escalation procedures to protect data integrity and service quality., Maintained consistent performance under high...
Epicio.com
Supported end-to-end servicing operations across omnichannel environments, consistently meeting SLA, productivity, and quality targets., Reduced response time for real-time alerts by changing the internal steps for the Support Operation Procedures., Built KPI dashboards and operational reports in...
Bachillerato de Educación Media
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Led frontline teams, developed KPIs, and improved employee retention through coaching.
Amazon
Performed detailed policy-based investigations, data validation, and compliance reviews in a highly regulated environment., Identified servicing trends, risks, and anomalies; escalated findings and recommended corrective and preventive actions., Ensured strict adherence to documentation, audit, and...
Hewlett-Packard (HP)
Metric analyzing and action planning to meet SLA’s for MPS top accounts for the North American Region.
Hewlett-Packard (HP)
Led, coached, and developed frontline teams, consistently exceeding SLA, quality, and customer satisfaction targets., Implemented performance management frameworks including KPI dashboards, coaching plans, and corrective actions., Piloted projects to implement the Next Business Day dispatch mapping...
