Versatile Team Leader with proven success in risk operations, compliance, and customer support management across global BPO environments. Experienced in leading teams of 15–20 agents, handling escalations, and driving KPI performance for direct-to-consumer brands like BÉIS. Skilled in leveraging Gorgias CRM, Shopify, and Amazon security tools to streamline workflows, reduce refunds, and enhance customer satisfaction. Strong background in coaching, training, and process improvement, with a track record of building motivated, high-performing teams that consistently exceed targets.
