“Dedicated and detail-oriented professional with over 10 years of experience i

Customer Service Representative / Technical Support Representative Alorica – T-Mobile Account November 2015 – November 2020 (5 years) “Worked as a Customer Service and Technical Support Representative handling mobile device, account, and network concerns for T-Mobile customers through phone support. Assisted customers with troubleshooting, billing inquiries, and account issues while maintaining strong customer satisfaction and resolution scores. Also helped document procedures and support technical escalations when needed.” Subject Matter Expert (SME) / Technical Support & Customer Service Representative Majorel October 2020 – July 2023 (2 years and 9 months) “Worked as a Subject Matter Expert (SME), Technical Support, and Customer Service Representative providing advanced support for customer and technical concerns. Assisted agents with escalations, guided new hires during onboarding and training, and helped improve team performance by sharing product knowledge and process updates. Also worked closely with team leaders to maintain service quality and customer satisfaction.”

From July 2023 to March 2026, I worked as a Quality Coach at Teleperformance, where I reviewed customer chats and calls to make sure agents followed company guidelines and provided good customer service. I gave feedback and coaching to help improve performance, checked for errors and areas for improvement, and helped the team meet quality and SLA goals while working remotely with offshore team members.