Customer Service Team Lead | Customer Experience & Operations Support

Proficient in accurately entering, updating, and maintaining customer data using CRM platforms and internal databases to ensure information is organized and current.

With over four years as a Customer Service Representative, I have gained strong skills in handling inquiries, resolving billing issues, and providing tailored solutions across telecommunications and financial services. I excel in building positive relationships, maintaining clear communication, and addressing customer concerns with empathy and professionalism. Experienced in CRM systems like Salesforce, I am committed to delivering excellent service while ensuring customer satisfaction and loyalty.

Trained to de-escalate difficult situations by understanding customer concerns, offering solutions, and resolving issues in a way that benefits both the customer and the company.

Quick to learn new tools, systems, and processes, and able to adjust effectively to changing business needs and work environments.

Able to identify issues quickly, analyze situations, and provide effective solutions to resolve customer concerns and improve processes.

Skilled in prioritizing tasks, meeting deadlines, and handling multiple responsibilities efficiently in fast-paced environments.

n my role as a Team Lead, I managed Care Bay agents, particularly those under Performance Improvement Plans (PIP). I provided targeted coaching and daily support to help improve their CSAT (Customer Satisfaction) and NPS (Net Promoter Score), along with other key performance metrics such as AHT, resolution time, and quality scores. I conducted regular performance reviews, call listening sessions, and one-on-one coaching to identify gaps and implement effective action plans.