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Customer Support Team Lead with 5+ years in telecom industry
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Competencies
Managed customer retention strategies and resolved escalated issues to maintain customer loyalty.
Performed manual and automation QA testing to ensure quality standards in support processes.
Provided technical support for products, investigating issues and collaborating with internal teams.
Utilized tools like Zendesk, Jira, Salesforce, and Slack to manage support workflows and communications.
Education
Summary
Experienced in managing customer retention, quality assurance, and product support in telecom environments. Skilled in team coaching, data analysis, and process improvement.
Key Achievements
- Led escalation processes for complex customer issues, ensuring high-quality resolutions across multiple channels.
- Achieved 92%+ quality assurance scores by monitoring metrics and coaching support agents effectively.
- Analyzed support data to identify trends, improve workflows, and enhance customer satisfaction.
Experience
Team Lead (remote) – Customer Retention
Served as escalation point for complex technical and account‑based issues across phone and chat channels, ensuring high‑quality resolutions for large‑scale, customer‑facing platforms., Investigated recurring product and system issues, identified root causes, and partnered with internal teams to...