Reliable and results-driven professional with a strong foundation in Customer Support and Workforce Management. I started my career taking phone calls in a high-volume contact center environment, where I consistently delivered excellent service, resolved complex issues, and maintained top-tier performance metrics like AHT and CSAT.
Over time, I expanded my role into support operations, handling real-time monitoring, reporting, schedule adjustments, and agent productivity. I've been trusted to lead meetings with international managers, manage workforce data using tools like Alvaria, CMS, and Excel, and support multiple departments by optimizing service delivery and staffing.
With a degree in Information Technology and years of hands-on experience, I bring both technical knowledge and frontline empathy. I understand the value of every customer interaction and take pride in being both an efficient problem-solver and a calm, professional communicator.
I'm seeking long-term opportunities where I can contribute my skills in customer support, data handling, and process improvement to help businesses thrive. I'm committed, honest, and always eager to grow while making a meaningful impact.
