I have over 7 years of combined experience in Workforce Analysis and Customer Service, with a strong background in real-time monitoring, forecasting, and delivering exceptional customer support across various channels.
Also, I have experience in payments processing, dispute resolution, and fraud investigation, ensuring secure and efficient support for both clients and internal teams.
I have been working remotely for almost 4 years.
• Strong communication skills, able to persuade and build client trust.
•Skilled in handling objections and resolving issues via voice and non-voice channels.
•Experienced in forecasting, real-time monitoring, and scheduling using WFM tools.
•Proficient in Microsoft Excel, Outlook, Teams, and Google Sheets, Docs, Meet for data analysis and collaboration.
•Detail-oriented, organized, and self-motivated in a work-from-home setup.
•Consistently met KPIs like CSAT, SLA adherence, AHT, and client satisfaction.
•Able to analyze data to improve operational efficiency and customer experience.
