Business Operations & Administrative Support Specialist

I specialized in high-volume inbound phone support for PayPal and Quill.com, consistently maintaining a 5-minute average handle time and achieving QA and CSAT scores above 90%. By following strict compliance protocols and best-practice scripts, I maximized first-contact resolution, delivered empathetic communication with proactive follow-up on complex payment issues, and educated users on dispute resolution and security features to boost NPS. I also upheld a 95%+ attendance rate to ensure full shift coverage and uninterrupted customer support.

As Operations Lead for impound accounts at a leading auto-finance provider, I oversee end-to-end workflows to consistently hit a 3-day turnaround and eliminate backlogs. I maintain 100% agent coverage each shift by monitoring hunt-group logins, escalate system issues via IT tickets to minimize downtime, and deliver both real-time feedback and scheduled coaching to drive accuracy. Daily audits of unclaimed vehicles round out my approach, ensuring proper impound procedures and safeguarding against financial loss.

I’m a proactive lead generation specialist with nearly 2 years of experience identifying and qualifying prospects, managing CRM pipelines, and using cold calls, emails, and research to deliver a steady flow of high-quality leads.