Experience

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  Extensya

  Oct 2019 - Sept 2020

  Customer service & social media advisor

  - Answering customer questions about the company, products, or services- Resolving customer complaints- Directing customers to the right department or supervisor - Taking orders or processing payments - Making changes to customers' accounts- Handling returns and exchanges- Addressing billing concerns- Keeping records of customer interactions- Selling products and services

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  Webhelp

  Dec 2020 - Dec 2021

  Digital content moderation

  - Review user generated content (UGC)- Enforce community guidelines- Maintain trust and safety- Implement updates to content moderation policies- Ensure compliance with legal requirements- Monitor user behavior and trends

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  Concentrix

  Jan 2022 - now

  Operations team manager

  Lead, coach, and develop a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.Monitor and analyze key performance indicators (KPIs) such as AHT, SLA, CSAT, and FCR to ensure operational efficiency and identify areas for improvement.Handle escalated customer issues and ensure timely, satisfactory resolutions to maintain a high level of customer satisfaction.Conduct regular performance reviews, one-on-one coaching sessions, and team meetings to support professional growth and address performance gaps.Collaborate with cross-functional departments to streamline processes and implement strategies that enhance service delivery.Prepare and present performance reports, highlighting team achievements, challenges, and action plans to senior management.Develop and execute strategies to improve customer retention and drive continuous improvement initiatives.Ensure team compliance with company policies, procedures, and industry standards while maintaining a customer-focused approach.Foster a positive and collaborative team environment to promote employee engagement and morale.Utilize CRM tools and analytics to track customer interactions and identify trends for proactive service improvements. Show less