Customer Support Management

I bring a customer-first approach to support management by balancing empathy, efficiency, and data-driven leadership. I coach and mentor agents through QA feedback and micro-trainings, manage workforce schedules to meet SLA demands, and optimize processes to reduce repeat contacts. With strong skills in escalation handling, KPI reporting, and cross-team collaboration, I ensure every interaction not only resolves the issue but strengthens the overall customer experience.

As a Quality Assurance professional, I run audits, and coach teams so problems are prevented before they reach customers. I measure results, close the feedback loop with ops/product, and celebrate when CSAT and FCR go up.

I build training programs and manage QA/coaching teams that help agents do their best work. I translate QA findings into clear, bite-sized coaching, run role-plays and shadowing sessions, and partner with ops and product to remove recurring blockers — all with a focus on measurable gains in CSAT, FCR, and compliance.