About Me
With over 18 years of experience in the Business Process Outsourcing BPO industry, I have become a seasoned customer support professional specializing in multi channel service delivery, including phone, email, and live chat support. Since beginning their career in 2007, I have consistently driven high standards in customer experience, operational efficiency, and team performance across diverse sectors including telecommunications, e commerce, real estate, finance, and healthcare.
Throughout my career, I have held progressive roles in operations, quality assurance, training, and client management, gaining a comprehensive understanding of frontline support and backend optimization. Known for a hands on leadership approach, I have led cross functional teams, implemented customer centric solutions, and contributed to numerous successful process improvement initiatives that enhanced KPIs such as CSAT, FCR, AHT, and SLA compliance.
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