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Customer Service & Team Leadership with 7+ years in client support and process improvement
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Competencies
Handled customer inquiries via phone, email, and chat, ensuring accurate, prompt, and personalized support.
Led remote teams, provided coaching, conducted performance feedback sessions, and motivated team members.
Used data analysis for developing strategies, addressing behavioral issues, and improving team performance.
Proficient in Excel, Canva, Google Calendar, and Zoom to support daily operations and presentations.
Education
Languages
Summary
Experienced in managing customer interactions, leading remote teams, and applying data-driven strategies to improve service quality and operational efficiency across diverse industries.
Key Achievements
- Led and developed a remote team at IntouchCX, improving campaign performance and client satisfaction.
- Audited operations at IntouchCX to ensure process compliance, identifying areas for efficiency enhancements.
- Responded to customer inquiries across multiple channels, providing accurate solutions and optimized product advice.
Experience
Customer Service Agent
Interact with customers on various channels like phone, email or chat, using digital skills., Performing accurate diagnosis of customer inquiries and promptly providing appropriate solutions / responses based on defined procedures, Gain knowledge about design, advertising and products and use it to...
Team Leader
Led and developed a remote team, providing tools, coaching, and performance feedback to meet key campaign targets for Booking.com., Conducted audits to ensure traceability, identified improvement opportunities, and implemented tailored action plans., Utilized data analysis to develop strategies,...
Phone Call Agent & Floor Support
Responded to travel-related customer inquiries via phone and email, ensuring timely and accurate resolutions., Assisted supervisors in managing escalations and delivering product-related support.
Phone Call Agent Customer Service
Responded to customer service requests and inquiries regarding healthcare benefits., Resolving claims and updating health plan beneficiary information