ECommerce Technical and Customer Support with 10 years experience

In my previous role as a team leader I acquired the skills of managing office operations and administrative functions to ensure smooth and efficient workflow. Organized schedules, meetings, and correspondence while maintaining accurate records and documentation. Coordinated calendars, tracked projects, and maintained accessible virtual files to support team productivity. Oversaw operational processes, ensured compliance with company policies, and provided administrative support to enhance organizational efficiency and effective communication.

Led and supported cross-functional support teams to meet performance, quality, CSAT, and attendance KPIs through consistent coaching, performance management, and operational oversight. Experienced in monitoring productivity and QA metrics, managing schedules and workforce adherence, and serving as an escalation point for complex issues. Applied critical thinking to identify operational gaps, implement process improvements, and collaborate with leadership to enhance efficiency, service delivery, and overall client satisfaction.

• Provide customer support through email, chat, or phone. • Coordinate with team members, clients, and vendors to ensure smooth communication and workflow. • Monitor tasks and deadlines. • Support onboarding processes, including document collection and account setup for tools and platforms.

In my previous role as a Technical Support Specialist for Restaurant and Retail POS system, I assisted customers with account and billing inquiries, including generating reports and resolving discrepancies. I worked closely with payment processors to ensure accurate transaction handling and collaborated with several accounting integrations, including Shogo, QuickBooks, Xero, and Omniboost, to support seamless financial operations and reconcile customer accounts. This experience strengthened my expertise in billing workflows, account management, and providing accurate, audit-ready support to clients.

• Utilized engagement and performance tracking tools to monitor team productivity, adherence, and overall engagement levels. • Analyzed CSAT, QA scores, and performance metrics to identify trends and opportunities to improve team engagement and performance. • Conducted data-driven coaching sessions using performance dashboards and reporting tools. • Leveraged CRM and workforce management systems to track employee activity, workload distribution, and engagement indicators. • Implemented feedback mechanisms such as surveys and performance tracking systems to measure employee satisfaction and engagement. • Used collaboration and communication platforms to maintain team connectivity in remote or hybrid work environments. • Created and maintained engagement reports to provide leadership with insights into team performance and morale. • Supported onboarding and training through knowledge base tools, LMS platforms, and technical documentation. • Identified process improvements through data analysis to enhance team efficiency and engagement. • Monitored system usage and workflow metrics to ensure employees remain productive and aligned with operational goals.

Assist with document validation and verification to ensure accuracy and completeness. Follow up with candidates regarding application progress and any missing documents. Conduct employment verification through government websites and official portals. Support onboarding processes, including credential setup and access to required tools. Maintain organized records and properly file candidate documents and system credentials.

• Manage executive calendars, schedule meetings, and coordinate appointments across multiple time zones. • Screen and manage emails, draft responses, and prioritize important communications on behalf of executives. • Prepare reports, presentations, and meeting materials for leadership and stakeholders. • Coordinate internal and external meetings, including agenda preparation, minutes, and follow-ups. • Handle confidential information with professionalism and discretion. • Assist with project tracking, task management, and ensuring deadlines are met. • Coordinate travel arrangements, including flights, accommodations, and itineraries. • Maintain organized digital filing systems and document records. • Liaise with clients, vendors, and internal teams to ensure smooth communication and operations. • Conduct research and compile data to support executive decision-making. • Monitor key operational metrics and assist with performance reporting. • Support administrative and operational processes to improve workflow efficiency.