Customer Support Specialist

• May 2023 - Present

Client Relations Supervisor

• Apr 2021 - Feb 2023

● Responsible for managing a team of 10-15 persons ● Conduct training for new hires and refresher training for tenured agents as needed ● Ensure all agents are responding to emails within the given SLA ● Assist in creating documents for new policies or changes within the industry ● Responsible for managing a team of 10-15 persons ● Conduct training for new hires and refresher training for tenured agents as needed ● Ensure all agents are responding to emails within the given SLA ● Assist in creating documents for new policies or changes within the industry

Quality Analyst- Chat Agent

• Jun 2020 - Jul 2021

●Grade a team of 16-20 agents chats ●Ensure agents are upholding all policies and guidelines put in place by the client. ●Conduct coaching sessions for agents weekly ●Encouraging and motivating agents to meet and exceed targets. ●Provide special attention to agents not meeting quality, to help improve their skills ●Grade a team of 16-20 agents chats ●Ensure agents are upholding all policies and guidelines put in place by the client. ●Conduct coaching sessions for agents weekly ●Encouraging and motivating agents to meet and exceed targets. ●Provide special attention to agents not meeting quality, to help improve their skills

Customer Service Representative

• Aug 2012 - Jan 2020

• Demonstrate effective oral and written communication skills with customers. • Provided professional, timely, and accurate support to all customers with all inquiries • Demonstrate effective oral and written communication skills with customers. • Provided professional, timely, and accurate support to all customers with all inquiries