Quality Assurance & Customer Support Experience:
I have over seven years of experience in customer service, e-commerce support, and quality assurance across logistics, healthcare, and online marketplace accounts. Most recently, as a Quality Assurance Officer at TDCX, I monitored and evaluated customer interactions across chat, email, and phone to ensure compliance with standards and an excellent customer experience. I provided structured coaching and feedback to agents, helping improve communication, empathy, ownership, and resolution effectiveness.
Customer Service & E-Commerce Support:
In my previous Customer Support role for e-commerce clients, I handled high volumes of inquiries related to orders, returns, payments, deliveries, and account concerns. I worked closely with logistics and vendor teams to resolve escalations efficiently while maintaining strong customer satisfaction scores. My experience also includes shipment tracking, billing, and claims support for a global logistics account (UPS), where I ensured ownership of cases until full resolution.
Healthcare & Compliance Support:
As a Client Support Officer for Optum (UnitedHealthcare), I assisted clients with benefits, claims, and billing inquiries while strictly adhering to HIPAA and PHI compliance standards. I conducted case investigations, validated data accuracy, and escalated complex concerns to appropriate departments, ensuring accurate and empathetic support in a regulated environment.
Quality Assurance & Process Improvement:
I have hands-on experience developing and mapping QA evaluation forms aligned with evolving client requirements. I analyze recurring customer and agent trends to identify root causes and recommend actionable process improvements. I collaborate with operations leaders to enhance service quality, reduce errors, and improve overall team performance.
Tools & Technical Proficiency:
I am proficient in Gladly, Microsoft Lists, Excel, Google Sheets, Word, PowerPoint, Freshdesk, TMS, PayPal, POS, and collaboration tools such as Microsoft Teams and Slack. I am highly adaptable to new SaaS tools and CRM systems and comfortable managing documentation, reporting, and case tracking with accuracy and attention to detail.
Communication & Work Style:
I possess strong verbal and written English communication skills, with the ability to provide clear coaching feedback, de-escalate complex concerns, and maintain professionalism across global teams. I am detail-oriented, analytical, and solution-driven, with remote work experience across different time zones (EST, PST, GMT, ACT). I am flexible, proactive, and committed to continuous improvement and delivering high-quality customer experiences.
