Karen

Customer Service & Quality Specialist (CQI)

Supported customer service operations by ensuring service quality, accuracy, and compliance with internal standards., Analyzed customer service processes to identify gaps, inefficiencies, and opportunities to improve customer satisfaction., Conducted root cause analysis on service issues, customer complaints, and recurring incidents., Collaborated with Customer Support, Operations, IT, and Product teams to resolve service-related problems., Monitored service performance metrics including accuracy, response quality, and process adherence., Supported e-commerce and digital platforms to ensure smooth customer journeys and issue resolution., Created service documentation, guidelines, and quality reports to improve consistency in customer interactions., Participated in projects focused on improving customer experience, service workflows, and operational efficiency.