Customer Success & Operations Team Lead

Experienced in managing omni-channel support operations across customer service, sales, fulfillment, technical support, and medical billing environments. Skilled in KPI management, workforce coordination, escalation handling, coaching, reporting, process improvement, and client communication within remote operations.

Experienced in managing customer support operations, handling escalations, monitoring KPIs, coaching teams, and improving customer experience across omni-channel environments. Skilled in workflow coordination, client communication, SLA management, and operational reporting within remote support environments.

Experienced in leading and coaching teams across customer service, sales, fulfillment, technical support, and omni-channel operations. Skilled in performance management, KPI monitoring, escalation handling, workforce coordination, coaching, reporting, and process improvement while managing teams of up to 27 agents in remote environments.

Experienced in providing omni-channel technical support for customer accounts, connectivity concerns, troubleshooting, and system-related issues across voice, chat, and email environments. Skilled in issue resolution, ticket documentation, escalation handling, decision-tree troubleshooting, and SLA-driven support processes.

Experienced in handling customer escalations, resolving service-related concerns, managing difficult interactions, and maintaining positive client relationships across customer service and operations environments. Skilled in de-escalation, problem-solving, cross-functional coordination, and customer-focused communication.

Experienced in conducting quality evaluations, monitoring KPI performance, improving QA processes, and supporting calibration initiatives across omni-channel operations. Skilled in quality scoring, coaching support, performance analysis, process standardization, and operational reporting using multiple CRM and support platforms.

Experienced in managing client relationships, handling escalations, conducting follow-ups, and maintaining customer satisfaction across customer service, operations, and hospitality-related environments. Skilled in proactive communication, issue resolution, retention support, and cross-functional coordination within remote teams.

Experienced in identifying operational gaps, improving workflows, refining quality processes, and developing trackers, reporting dashboards, and support materials to improve team performance and operational efficiency. Skilled in process analysis, workflow coordination, and continuous improvement initiatives across remote operations.

Experienced in maintaining customer records, tracking operational data, updating lead and client information, and managing documentation across CRM platforms, reporting systems, and customer support environments. Skilled in data organization, accuracy, workflow tracking, and operational reporting.