10+ Years Experience in Customer Service, Coaching, Quality Assurance, and Sales.
Demonstrated expertise in mentoring agents, resolving complex customer issues, and enhancing team performance through data-driven improvements. Strong communication skills focused on customer satisfaction and operational excellence.
1. Extensive Experience: Nearly a decade of experience across major BPO firms including iQor, Valor Global, and Sutherland.
2. Leadership & Coaching: Proven track record as an Associate Coach and Subject Matter Expert, focusing on agent mentorship and training.
3. Problem Solving: Specialized in handling complex customer concerns and escalations while maintaining quality standards.
4. Performance Driven: Experienced in analyzing performance metrics to identify workflow improvements and conducting workshops to boost productivity.
5. Sales Expertise: Skilled in customer engagement, solution presentation, and closing sales opportunities.
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