Dedicated professional with extensive experience in vendor operations, technical support, and team management. Skilled in process optimization, training, and delivering high customer satisfaction. Currently pursuing a degree in International Business.
Delivered high-quality technical and customer service, consistently exceeding satisfaction and SLA targets.
Led and coached remote support teams, improving efficiency and performance through targeted feedback.
Developed training materials and streamlined onboarding processes to enhance team productivity.
Managed vendor onboarding and performance, ensuring operational integrity for high-volume transactions.
Gooten
Oversaw vendor onboarding and performance for 5,000+ daily transactions, ensuring accurate setup of SKUs, pricing, and configurations to maintain operational integrity., Resolved 100+ API-related order issues daily, acting as a key escalation point and improving service efficiency through root cause analysis., Led QA testing for new content pipelines and collaborated cross-functionally with Product, Engineering, and Operations teams to enhance data accuracy and vendor integration.
Gooten
Managed and coached a remote team of 4–6 support agents, increasing efficiency by 20% through targeted feedback, training, and performance tracking., Streamlined onboarding by developing training materials and process documentation, reducing ramp-up time by 30% and standardizing quality., Analyzed daily Zendesk data to monitor KPIs such as response times and CSAT, generating reports that improved service delivery by 25% and informed leadership decisions.
Gooten
Delivered expert multichannel support by resolving technical issues with empathy and urgency, consistently meeting SLA targets and enhancing partner satisfaction., Investigated and addressed recurring issues through root cause analysis, reducing ticket volume by 20% and contributing to long-term process improvements., Maintained and updated internal knowledge bases while mentoring team members to ensure consistent, high-quality support delivery.
International Business
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5CA
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Teleperformance
Managed a high volume of inbound customer inquiries, achieving a 95% satisfaction rate through effective communication and problem-solving., Provided technical support for diverse customer issues, consistently resolving 80% of inquiries on the first call., Documented and analyzed customer interactions to improve service processes, contributing to a 15% reduction in average handling time.
