Experienced professional with a strong background in customer service, coaching,

I have over 8 years of experience in customer service, leadership, and performance coaching in the BPO industry. I specialize in delivering exceptional customer experiences, resolving complex customer concerns, and leading teams to achieve performance goals. My expertise includes phone, chat, and email support, customer success, account management, conflict resolution, and customer retention. I am skilled at handling escalations with empathy and professionalism while ensuring timely and effective resolutions. As a Performance Development Supervisor, I coached and developed leaders, analyzed performance metrics, identified root causes, and implemented strategies to improve customer satisfaction, quality, and operational efficiency. I am highly organized, detail-oriented, adaptable, and thrive in fast-paced remote environments. I am committed to providing outstanding service, building strong customer relationships, and continuously improving processes to exceed client expectations.

Experienced in coaching frontline agents and supporting performance improvement through one-on-one sessions, side-by-side coaching, and behavioral feedback. Focused on identifying performance gaps, analyzing KPI trends (such as AHT, NPS, and transfer rate), and creating action plans to drive consistent improvement.