Social Media Manager | Chat & Call Support | Reels Creator

Escalation Management: Take live escalation calls and resolve delicate account issues with a calm, composed, and empathetic demeanor. Complex Problem Solving: Analyze intricate billing and transactional disputes to engineer win-win solutions while maintaining strict policy compliance. Quality & Performance Tracking: Monitor team performance across key metrics (NPS, CSAT, QA) and conduct coaching to elevate front-line communication. Operational Discipline: Supervise daily shift workflows, tracking schedule adherence and administrative tasks efficiently.

Able to use Adobe Lightroom

• Supervised daily team workflows and monitored analytical performance metrics, optimizing task adherence and team output. • Spearheaded conflict resolution and managed escalated accounts, translating complex brand policies into highly relatable customer communications. • Maintained top-tier scores in brand communication metrics (NPS, CSAT, QA) by leveraging strong textual and verbal clarity. • Documented detailed interaction histories and organized customer data trends using specialized software tools. • Ensured continuous compliance with rigorous security frameworks and corporate operational policies.