Results-driven Customer Support and Operations Team Lead with over 6 years of experience supporting US and Canadian customers across retail, telecommunications, logistics, and technical support industries. Experienced in chat, email, phone, and back-office support, with a strong background in customer experience, quality assurance, escalations management, team leadership, coaching, and process improvement.
Throughout my career, I have supported high-volume customer operations while ensuring service excellence, SLA compliance, and customer satisfaction. I have extensive experience handling customer escalations, troubleshooting technical issues, conducting quality audits, onboarding and coaching tea-----------mbers, preparing reports, and collaborating with cross-functional teams to improve operational efficiency.
I am proficient in CRM and ticketing systems, Google Workspace, Microsoft Office 365, Slack, Microsoft Teams, and various customer support platforms. I thrive in fast-paced remote environments, work independently with minimal supervision, and take pride in delivering exceptional customer experiences.
Core Competencies:
• Customer Support (Phone, Email, Chat)
• Technical Support
• Team Leadership & Coaching
• Quality Assurance & Auditing
• Escalation Management
• Operations Coordination
• Customer Experience (CX)
• Process Improvement
• CRM & Ticketing Systems
• Reporting & Documentation
• Remote Team Collaboration
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