Customer Service Expert | Team Management | KPI, QA, CSAT | Recruitment & Client

I have over 14 years of experience in call center operations, leading teams and managing performance across multiple accounts in telecom, retail, and fintech. I specialize in KPI management, including QA, CSAT, and productivity, while driving continuous improvement through coaching and process optimization. I’m experienced in handling escalations, supporting recruitment and onboarding, and ensuring consistent service excellence in fast-paced, high-volume environments.

I have over 14 years of experience in customer support and customer service, handling voice, chat, and email interactions across various industries. I specialize in resolving complex issues, managing escalations, and ensuring high customer satisfaction. With a strong background in team leadership, I’ve also coached agents and improved service quality through performance management and continuous process improvement.

I have strong experience in office administration and team leadership, managing daily operations, coordinating workflows, and ensuring teams meet performance targets. I’ve led teams of up to 20+ members, handling scheduling, reporting, and process improvements while maintaining high service standards. I’m also experienced in supporting recruitment, onboarding, and employee development, creating a structured and productive work environment.

I have solid experience in quality assurance within call center operations, monitoring agent performance and evaluating interactions across voice, chat, and email. I’ve used QA scorecards and data analysis to identify gaps, ensure compliance, and maintain service standards. By providing targeted feedback and coaching, I helped improve key metrics such as CSAT, QA scores, and overall team performance.

I have extensive experience in coaching and training development, having progressed from agent to team leader and team manager. I’ve coached agents through regular feedback, performance reviews, and targeted action plans to improve QA, CSAT, and productivity. I also supported training initiatives by mentoring new hires, facilitating onboarding, and developing team members to meet performance goals and grow into higher roles.