Customer Service Specialist

I offer high-level strategic value by bridging the gap between frontline operations and global clients. During my tenure at Sutherland, I validated operational pain points, conducted coaching sessions, and presented critical weekly Business Reviews directly to stakeholders. I am a dual-certified Lean Six Sigma professional, holding both White Belt and Yellow Belt certificates, which allows me to apply advanced process improvement methodologies to drive efficiency. I leverage these data-driven insights to calibrate processes, optimize team performance, and ensure seamless site status coordination for maximum operational excellence.

Combining a Computer Science background with nearly 5 years of hands-on BPO experience, I am an expert at simplifying technical complexities for users on accounts like Amazon Tech, Sprint, and T-Mobile. I am highly proficient in hardware/software troubleshooting and navigating advanced CRMs like Salesforce and PowerBI to deliver swift, accurate resolutions.

I am an elite service professional with a proven track record of excellence, including a #3 Global Ranking for T-Mobile TVoice and "Consistent Top Agent" honors at ERC, Sutherland, and Sitel. I specialize in transforming complex customer frustrations into high-satisfaction outcomes, leveraging advanced bilingual communication to exceed every KPI. My commitment to quality is validated by an MVP for Quality Assurance, ensuring I deliver world-class service that builds lasting brand loyalty.

I am a high-energy closer specialized in objection handling and lead qualification. Whether managing 1,000+ potential leads in US cold calling or driving inbound sales for Sprint, I have the verbal agility to turn challenges into revenue. I have a sharp eye for identifying opportunities and the persistence to consistently hit and exceed sales targets.

I provide sophisticated written support that balances technical accuracy with a professional corporate tone. My experience spans resolving complex B2B payroll disputes for ADP at ERC, managing high-stakes client communication for T-Mobile at Sutherland, and handling resolution for Uber Eats at Concentrix. I excel at providing clear, concise, and professional email resolutions that ensure first-contact success.

I am a powerhouse in sales-driven environments with a proven track record of driving revenue and retention across major accounts. At Alorica, I mastered high-volume inbound sales for Sprint, specializing in credit checks and new line activations. During my extensive tenure at Sutherland, I progressed from a Business Account Expert—where I excelled in direct sales, strategic upselling, and service upgrades—to a TVoice Expert. My ability to pair aggressive sales execution with data-driven business reviews and brand promotion makes me an elite asset for any team looking to exceed growth targets.

My back-office expertise is rooted in precision and high-stakes data management. At Concentrix, I conducted meticulous menu auditing and inquiry resolution for Uber Eats, while at ERC, I managed B2B payroll, time, and attendance for ADP. At Sutherland, I further supported operations by validating process pain points and coordinating site status to ensure peak business performance.

I design high-impact video and photo adverts to promote brand engagement and employee activities, combining creative flair with business logic.

Experienced in producing high-quality video content for internal corporate engagement and external brand advertising.

Delivered comprehensive retail and tech support for Amazon customers at Concentrix, ensuring a seamless end-to-end shopping experience.

Served as a Resolution Specialist for Optum, providing critical support to medical staff regarding patient insurance benefits and claims processing.

Experienced in navigating Auto, Home, and Healthcare insurance policies, processing claims and prior authorizations for MetLife and Optum.

Skilled in high-level meeting coordination, employee coaching, and presenting weekly site status reports to corporate stakeholders.

Proficient in collaborative tools to manage projects and maintain organized digital filing systems in fast-paced BPO environments.

I use the full Microsoft suite to manage complex data and prepare professional presentations for high-level client business reviews.