Hi there! Thank you for checking out my profile. I am a well-organized, efficient, innovative, and ambitious Support Operations / Project Manager. The key to my success has been to learn quickly and to reach higher personal and professional standards by seeking additional responsibilities. I have worked in the Customer Service industry for over 8 years for start-ups and established companies such as Apple, Verizon, AT&T, Nexar, and more. I have also done Project Management, and Customer Service Management via Upwork for 3 years.
With my previous client, I built a dedicated Product Support Team for a new line of dashcams and worked on building all the necessary tools and resources for the team. My responsibilities also included overseeing workforce efficiency, resource management, support and agent training, engagement and pulse check analyses, and weekly analyses and reporting of the Support Team's KPIs.
I also planned and coordinated with other managers and teams in building the Help Center, macros, and other tools that would improve the Support Experience by providing more self-help options.
I also oversaw the Quality Assurance Manager's performance and held calibration sessions to ensure that the Internal Quality Standards and SOPs align with the client's goals and interests.
I also ensure that the team performs optimally by boosting the team's morale by introducing different engagement activities to make sure the team feels supported and motivated. This includes sending random and quarterly engagement surveys to understand the needs of the team.
My aspirations are guided by the discipline of Kaizen (continuous improvement). By continuously improving for my team and clients, I can deliver the best results. My genuine interest is to build a world-class support team that will be a huge asset to my clients.
