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Competences
Experience
Quality & Training Executive
U.S.-Based BPO Services Firm
2025-10 -
Conducts comprehensive quality audits on calls, chats, and emails to ensure compliance with internal and client standards. Develops and updates SOPs, training content, and quality documentation, maintaining operational compliance. Analyzes QA trends and supports corrective action plans to improve agent quality scores and productivity. Maintains CRM documentation for quality and compliance tracking across utility service projects. Provides structured coaching and feedback to agents, delivering onboarding and refresher training focused on process, product knowledge, and compliance requirements.
Customer Support & Operations Executive (Utility Services)
U.S.-Based BPO Services Firm
2024-08 - 2025-10
Managed live chat and email support ensuring accurate customer communications for U.S.-based utility service projects. Handled inbound and outbound customer support, resolving complex billing disputes and service‑related concerns with attention to detail. Analyzed QA trends and supported corrective action plans to address non‑compliance issues. Updated SOPs and quality documentation to maintain process adherence. Delivered coaching and feedback to improve agent performance and productivity.
Customer Support Dispatcher
U.S.-Based Transportation Services Company
2024-05 - 2024-07
Coordinated bookings and dispatch operations for U.S.-based customers, ensuring smooth communication between clients and service providers. Maintained high customer satisfaction standards through accurate documentation and timely support. Managed inbound inquiries and facilitated efficient dispatch of transportation resources.
Langues
English
fluent
Derniere mise a jour: il y a 2 jours