Jassmany

Demonstrated experience with Salesforce.

Demonstrated experience with Zendesk.

Demonstrated experience with Intercom.

Demonstrated experience with Five9.

Demonstrated experience with Team Management.

Identified operational trends and implemented process improvements to enhance team efficiency.. Conducted quality reviews of mailout packets and detailed edits to ensure high accuracy standards.. Developed and maintained comprehensive performance reports for management.. Assisted in creating contingency plans to effectively mitigate operational risks.

Served as a dedicated Team Lead focusing on identifying and coaching outliers to improve project performance.. Trained and developed agents to reach their full potential while fostering a positive work environment.. Guided associates on career path development and maintained consistent team morale.

Provided dedicated gaming support and resolved complex technical issues.

Delivered technical support and customer service solutions.

International Deployment: Led training in Hyderabad, India for 2.5 months for supervisors, managers, and new hires.. Managed night shift operations for a team of 18 associates.. Coached candidates for internal promotions to training, quality assurance, and leadership roles.

Handled multi-channel technical support and customer service interactions.

Managed a team of 17 associates and provided direct floor support.