Sales & Executive Assistant | Lead Generation | CRM | Customer Support

With over 12 years of experience in customer support management, I have handled a wide range of responsibilities — from assisting customers directly with inquiries, escalations, and service requests, to leading and coaching teams to deliver consistent, high‑quality service. My career spans roles as Customer Service Representative, Subject Matter Expert, Quality Assurance Analyst, Team Lead, and Supervisor, giving me a well‑rounded perspective on both frontline support and operational leadership. I have consistently ensured customer satisfaction while driving team performance, monitoring KPIs, and implementing process improvements that enhanced efficiency and service standards.

During my time as a Team Lead and Supervisor, I managed high volumes of email communication, ensuring timely and professional responses to customer inquiries and internal coordination. I regularly handled escalations, distributed updates and reports, and provided coaching feedback through email while maintaining company standards for clarity and turnaround time. This strengthened my ability to stay organized, communicate effectively, and support both customers and team members.

I have extensive experience in sales support and customer engagement within the telecommunications industry. My role involved handling inbound and outbound customer interactions, identifying needs, and recommending suitable products and services. I consistently achieved and exceeded sales targets by converting leads, upselling additional services, and ensuring customer satisfaction. As a Team Lead and Subject Matter Expert, I also coached agents on effective sales techniques, monitored performance, and implemented strategies that improved conversion rates and overall revenue. My background combines strong communication skills with a results‑driven approach, making me effective in both direct sales and appointment setting.

I have over 5 years of experience in outbound sales. My main role was making outbound calls to post‑trial customers of a satellite radio company in the US. These were customers whose free trial had expired for more than 61 days, and my responsibility was to persuade them to continue with a paid subscription. Key Skills: *Lead handling and follow‑up management *Persuasive communication and objection handling *Customer retention and conversion strategies *Consistency in meeting sales targets *Strong resilience in high‑pressure campaigns

As a Team Lead for 5 years, I provided both leadership and administrative support to ensure smooth operations. My responsibilities included: Managing schedules and coverage to keep the team organized and productive Tracking performance and compliance using spreadsheets and reporting tools Maintaining records and documentation for employee activities and sales results Coordinating training and onboarding to support team development Handling supervisor calls and escalations to resolve issues and retain customers Supporting management goals by preparing reports, monitoring KPIs, and ensuring accuracy in processes This combination of administrative support and leadership allowed me to keep teams aligned, improve workflows, and deliver consistent results in fast‑paced environments.