Account Management | Customer Support Operations | Performance Analytics & Repor

Overview

Looking for part-time work (4 hours/day)

at $3.30/hour ($320.00/month)

2nd-yr College

Last Active

May 14th, 2026 (24 days ago)

Member Since

September 21st, 2013

Profile Description

I am an Accounts Manager with over 11 years of experience in the BPO industry and 5 years in leadership, managing multiple accounts across HR Services, Healthcare support, and Retail operations. My most recent experience includes retail programs in the food industry (administrative-focused support) and a beauty retail account where Customer Satisfaction (CSAT) is the primary driver.
I lead multi-channel environments (phone, chat, and email), ensuring operational stability while maintaining strong client alignment. While some of my earlier roles were heavily performance-driven, my recent accounts have also required administrative oversight, structured reporting, process compliance, and strong coordination across support functions.
In my current beauty retail program, the focus extends beyond metrics. We prioritize:
• Strong human connection in every interaction
• Brand representation that reflects a luxury, warm, consultative experience
• Accurate and complete resolution
• Clear expectation setting and proactive communication
I work closely with Team Leads, QA, and Workforce Management to review forecasts, staffing trends, SLA performance, and volume shifts — translating data into actionable direction while ensuring the customer experience remains the central priority.
My experience includes:
• Managing HR Services accounts requiring accuracy, compliance awareness, and data sensitivity
• Supporting healthcare-related service programs
• Overseeing retail and food industry administrative operations
• Driving improvements in CSAT, QA, AHT, and resolution quality
• Leading client reviews and strengthening stakeholder communication
I am known for direct communication, accountability, and disciplined follow-through. I believe sustainable client confidence is built through transparency, operational clarity, leadership alignment, and genuine human connection at the frontline.
My focus remains simple: strengthen leadership capability, protect the client relationship, and deliver service experiences that are both reliable and brand-aligned.
Open to connecting with professionals in CX leadership, HR support operations, and premium retail service environments.