Professional Summary:
I am a motivated and detail-oriented professional with 2 years of experience in the BPO and Call Center industry. My background spans across Chat Support, Inbound Voice, and Tier 2 Outbound handling, specifically within the Healthcare, Retail, and Self-Storage sectors.
I specialize in managing complex inquiries and providing high-level support that balances policy compliance with genuine empathy. Whether I am assisting customers via live chat or navigating difficult outbound credit reviews, my goal is always to provide high-quality results that drive client satisfaction and operational excellence.
Core Competencies:
- Customer Experience: Expert in de-escalation, first-contact resolution, and professional verbal/written communication.
- Technical Support: Proficient in multi-tasking across chat platforms and managing inbound calls for diverse accounts.
- Leadership & Coaching: Experienced Subject Matter Expert (SME) focused on KPI management and agent development.
- Critical Thinking: Skilled at assessing unique customer circumstances to provide fair outcomes and alternative solutions.
Work History & Experience:
- Subject Matter Expert (SME) | OP360
Collaborated with Team Leaders and Quality Analysts to improve team performance and minimize markdowns.
Partnered with Workforce Management to ensure high schedule adherence and queue coverage.
Coached agents on de-escalation techniques, significantly reducing supervisor transfers and increasing resolution rates.
- Tier 2 Outbound Specialist | OP360
Managed specialized credit requests for late fees, ensuring 100% policy compliance.
Conducted outbound calls to explain complex decisions transparently and identify valid exceptions based on customer circumstances.
- Inbound Customer Service Representative | iQor & OP360
Handled inbound volume for high-stakes accounts in Healthcare and Online Retail.
Assisted with reservations, orders, and service inquiries while consistently meeting performance targets.
- Chat Support Representative | Awesome CX
Managed multiple simultaneous live chat conversations, delivering accurate information under tight timelines.
Documented interactions meticulously to ensure seamless follow-up and data integrity.
Why Hire Me?
I bring a proactive approach to every project. I am passionate about providing exceptional assistance and am eager to contribute my problem-solving skills to help your organization succeed. I thrive in fast-paced environments and am committed to maintaining professionalism regardless of the complexity of the task.
Let’s discuss how I can help support your customers and streamline your operations!
