Detail-Oriented Virtual Assistant | Live Chat, Email & Phone Support | Customer

Business Strategist | Customer Experience & Sales Performance Focus Business Strategist with strong experience in the BPO and banking support environment, specializing in improving customer experience, optimizing service processes, and supporting revenue growth through performance-driven strategies. Brings a frontline understanding of customer behavior, operational challenges, and sales opportunities gained from hands-on experience in telesales, live chat, and email support roles. Previously supported business performance by analyzing call flows, customer objections, and service gaps, and translating insights into practical coaching and upselling/cross-selling strategies for frontline agents. Acted as a growth trainer, working with 20+ colleagues to improve communication techniques, service quality, and sales conversions to consistently meet and exceed team targets. Experienced in banking operations and claims management through work as a Claims Specialist for JPMorgan Chase Bank under Teleperformance, ensuring regulatory compliance while identifying process improvements that reduce handling time and improve customer satisfaction. Known for combining data awareness with human-centered strategy—balancing efficiency, compliance, and customer trust. Strong collaborator who works closely with operations, QA, and sales teams to align daily execution with broader business goals.

Adhered to company policies regarding data privacy, ensuring secure handling of sensitive client information during the sales process. Established rapport with prospects quickly, fostering trust and credibility in the telesales process. Increased sales by developing strong relationships with clients and understanding their needs.

Collaborated with team members to develop successful sales strategies, enhancing overall team performance. Managed a high volume of outbound calls daily while maintaining a professional demeanor at all times. Adhered to company policies regarding data privacy, ensuring secure handling of sensitive client information during the sales process. Established rapport with prospects quickly, fostering trust and credibility in the telesales process. Increased sales by developing strong relationships with clients and understanding their needs.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Clarified customer issues and determined root cause of problems to resolve product or service complaints. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Responded proactively and positively to rapid change. Banking Specialist Claims/Fraud Specialist