Professional Overview

Dedicated and results-driven professional with extensive experience in customer service, administration, and quality assurance. Skilled in leading teams, resolving complex customer concerns, and implementing operational improvements that enhance service efficiency and client satisfaction. Known for maintaining composure under pressure, delivering empathetic customer solutions, and fostering a positive work environment. Proven ability to balance customer satisfaction with business profitability through strategic and thoughtful decision-making.

Core Skills and Expertise

• Customer Service & Client Relations

• Quality Assurance & Complaint Resolution

• Team Leadership & Performance Management

• Conflict Resolution & Empathetic Communication

• Process Optimization & Service Recovery

• Investigation & Root Cause Analysis

• Multichannel Communication (Phone, Chat, Email)

• Coaching, Training & Staff Development

• Administrative Coordination & Documentation

• Data Entry & Call Monitoring

Tools and Technology

• CRM Systems (Zendesk, Salesforce, HubSpot)

• Microsoft Office Suite (Word, Excel, PowerPoint)

• Google Workspace (Docs, Sheets, Meet)

• TeamViewer & Remote Desktop Tools

• QA Monitoring Platforms & Call Analytics

• Scheduling & Lead Management Tools

• HTML & C# (basic development knowledge)

Why Choose Me?

I bring over seven years of hands-on experience in customer service and operations, combined with a leadership approach rooted in empathy and accountability. My background allows me to quickly adapt to diverse industries, from medical appointment setting to technical support, while maintaining consistent quality and productivity. I take pride in turning challenges into opportunities for growth—both for the customer and the company. My goal is always to contribute to a high-performing, people-first team that values integrity, communication, and continuous improvement.