Customer Success | CRM Management | Subscription Retention | Lead Generation | O

Operations-focused and customer-oriented professional with 9 years of experience in the BPO industry, including leadership in customer operations, team management, and virtual assistance.

Supervised 60 agents, 5 Team Managers, and 2 Associate Team Managers to ensure operational efficiency and customer satisfaction. • Oversaw daily operations, monitored KPIs, and implemented action plans to improve performance and reduce repeat customer contacts. • Managed escalations and ensured prompt resolution of customer concerns while maintaining service quality standards. • Collaborated with internal departments and stakeholders to align operational goals with client expectations. • Led process improvement initiatives that enhanced workflow efficiency and response times. • Maintained accurate reporting, documentation, and accountability across multiple teams.

• Delivered customer support via voice and email channels for billing, device, and service-related concerns. • Managed high-volume inbound calls while maintaining professionalism, empathy, and accuracy. • Processed requests, complaints, and follow-ups using CRM systems including Zendesk and Salesforce. • Maintained strong customer satisfaction and resolution performance metrics. • Documented customer interactions accurately and ensured timely issue resolution.

Managed social media platforms including Google Business Profile, Facebook, Instagram, and TikTok by posting content, responding to inquiries, and supporting online engagement.

• Conducted high-volume lead generation and research for spa businesses across Pennsylvania to support sales and business growth initiatives. • Generated approximately 100 qualified leads per day and maintained organized lead databases in Google Sheets. • Researched, collected, and verified business information including company name, owner name, email address, phone number, website, and social media profiles. • Reviewed lead data for completeness and accuracy before submission to maintain database quality. • Organized and updated prospect trackers to support outreach and improve operational efficiency. • Assisted in establishing structured lead collection and tracking workflows to improve consistency and productivity.

•Booked and scheduled appointments while managing calendars and coordinating availability. Assisted with administrative tasks, email management, follow-ups, and CRM documentation to support daily business operations.

•Booked and scheduled appointments while managing calendars and coordinating availability. Assisted with administrative tasks, email management, follow-ups, and CRM documentation to support daily business operations.