Operational Support Specialist | Administrative Professional | Aspiring Virtual

I have over 2 years of customer service experience supporting customers through phone, email, and chat channels in fast-paced BPO environments. Throughout my career, I have handled high volumes of customer inquiries, resolved complex issues, managed escalations, and consistently delivered excellent customer experiences. As a Healthcare Advocate, I assisted customers with medical claims, benefits verification, appeals, and account-related concerns while maintaining strong customer satisfaction scores. I was recognized as a Top 15 Advocate for delivering outstanding service and helping customers navigate complex situations with professionalism and empathy. I later advanced to Subject Matter Expert, where I served as the primary escalation resource for complex customer concerns, coached team members, and collaborated with leadership to improve service quality and operational efficiency. My customer service strengths include: ✔ Phone, Email, and Chat Support ✔ Customer Relationship Management (CRM) ✔ Conflict Resolution & De-escalation ✔ Problem-Solving & Critical Thinking ✔ Customer Retention & Satisfaction ✔ Appointment Scheduling & Follow-ups ✔ Professional Communication ✔ Complaint Handling & Escalation Management I am committed to providing exceptional customer experiences, building trust with clients, and representing businesses with professionalism, empathy, and attention to detail. My goal is always to create positive interactions that strengthen customer loyalty and contribute to business growth.

I have proven experience in team leadership, coaching, and performance management within fast-paced customer service environments. As a Team Manager, I successfully led a team of 15 agents, achieving 106.98% KPI attainment and earning the #1 team ranking through effective coaching, accountability, and performance-driven leadership. My leadership approach focuses on developing team members, improving productivity, and creating a positive work environment where individuals can perform at their best. I have conducted performance reviews, provided one-on-one coaching sessions, monitored KPIs, and implemented action plans that helped agents improve their skills and exceed targets. As a Subject Matter Expert, I mentored and coached more than 30 agents, serving as a key resource for process guidance, escalations, and quality improvement initiatives. I worked closely with leadership teams to streamline workflows, improve operational efficiency, and maintain high service standards. Key Leadership Skills: ✔ Team Leadership & Supervision ✔ Performance Coaching & Mentoring ✔ KPI Management & Reporting ✔ Workforce & Schedule Management ✔ Quality Assurance Monitoring ✔ Escalation Management ✔ Employee Development & Training ✔ Process Improvement ✔ Team Motivation & Engagement ✔ Operational Support & Coordination I take pride in leading by example, fostering collaboration, and helping teams achieve both individual and organizational goals. My experience has equipped me with the ability to manage people effectively, drive results, and contribute to business success through strong leadership and communication.