Operations & Customer Support Leader | Ads Operations | Email Marketing

I have extensive experience managing customer inquiries and escalations through email support. I focus on providing accurate, professional, and timely resolutions while maintaining high customer satisfaction. I also have experience with email marketing campaigns, audience segmentation, and performance analysis using Netcore.

I have over 9 years of customer service experience supporting customers across telecommunications and digital platforms. I specialize in resolving complex concerns, handling escalations, improving customer satisfaction, and ensuring a positive customer experience through email, chat, social media, and app support channels.

As a Customer Service Supervisor and Senior CSR, I have led and coached support teams, monitored performance, managed staffing, conducted quality reviews, and implemented process improvements. I am experienced in motivating teams, improving productivity, and achieving operational goals.

Supported customers through live chat channels, resolving inquiries efficiently while maintaining high service standards and response times.

Provided troubleshooting support for broadband, Wi-Fi, modem, connectivity, and account-related concerns in a telecommunications environment.

Managed daily customer support operations, workflows, reporting, documentation, and coordination with cross-functional teams to improve efficiency and service quality.

Conducted quality reviews, compliance checks, coaching sessions, and performance monitoring to ensure adherence to company standards and service excellence.

Basic experience with Zendesk for ticket management, customer support workflows, and tracking customer inquiries and resolutions.

Managed email marketing campaigns, audience segmentation, engagement initiatives, and campaign performance analysis using customer engagement platforms.

Supported digital advertising operations, including ad placement, scheduling, monitoring, and campaign coordination to ensure accurate execution and a seamless user experience.

Coordinated projects, managed timelines, collaborated with stakeholders, and ensured tasks were completed efficiently to meet business objectives.

Used JIRA for issue tracking, ticket creation, ticket updates, and coordination between customer service, product, and technical teams to ensure timely resolution of reported issues.

Analyzed customer service and campaign performance metrics to identify trends, generate insights, and support data-driven decision-making.

Experienced in managing customer interactions through Facebook and Instagram, monitoring messages and comments, handling customer concerns, and supporting social media engagement and communication efforts.

Experienced using AI tools such as ChatGPT, Claude, and Gemini to improve productivity, content creation, research, documentation, and workflow efficiency.