Manager, Community and Customer Experience

• Feb 2021 - Present

- Monitor moderators performance (quality and productivity)in handling disputes for both VIP and NonVIP users - Provided bi-weekly specific performance feedback - Worked with the moderators to achieve development objectives and performance targets - Support Senior Manager in providing leadership, guidance, and support to the moderators to ensure the creation of a positive (productive) work atmosphere and team spirit - Ensure SLA targets are met on a weekly basis - Take responsibility and accountability for the team by ensuring coverage, productivity/efficiency, and quality of service delivery Interact with upper management - Develop processes that will ensure accuracy in dispute resolution and scam prevention - Work with CCX leadership to make process improvements in support guidelines

Customer Service Team Lead

• Dec 2015 - Feb 2021

• Managed a team of 12-14 agents in Customer Care/Retail Support • Conducted Pre or Post Shift Huddles to ensure updates and metrics were cascaded to the team • Monitored agents’ real-time performance and tracks historical performance to see trends, highlights and lowlights • Conducts Root Cause Analysis, provides feedback and coaching then formulate SMART action plans to address areas of opportunity • Reinforced company and account processes and procedures. • Delivered agents' bi-monthly scorecards through one-on-one feedback and coaching identifying trends and results of each KPI • Participated/presented root cause analysis results to the Team Manager and co-supervisors providing highlights, lowlights, trends, action plans, and improvements • Ensured execution of action plans and conducts follow up feedback and coaching to provide improvements • Processes disciplinary actions and provide sound judgement if necessary

Billing Specialist

• Sep 2012 - Apr 2014