Email/Chat Customer Service

Verified

$10/hr

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Outline

Looking for Full-Time work (-8 hours/day) at $10/hour

Associate Degree

English proficiency Conversational

Professional Summary

Customer service and operations leader with 15+ years of experience driving performance, quality, and customer satisfaction. Skilled in managing teams

Skills & Experience

Skills

Customer Support 5-10 Years

Experienced Quality Assurance Analyst, Experienced BPO Supervisor, Experienced in using microsoft excel and other microsoft applicationExcel 5-10 Years

Experience highlights

Subject Matter Expert

RYZE Superfoods · May/2024 – Present

• Served as the operational Subject Matter Expert, ensuring accuracy and consistency across workflows and processes.
• Provided real-time support to reps and handled escalated, regular, and sensitive cases, including scam and fraud-related tickets.
• Conducted quality reviews and maintained up-to-date SOPs and documentation.
• Collaborated with cross-functional teams to identify gaps and drive process improvements.

Customer Service Representative

RYZE Superfoods · August/2023 – Present

• Supported customers via email by addressing inquiries, resolving account issues, and ensuring a positive experience.
• Collaborated with internal teams to escalate and resolve complex cases efficiently.
• Maintained high customer satisfaction through clear communication and timely resolutions.
• Maintained an average efficiency of 10–12 emails per hour while achieving a quality score of 98% and above.
•Handled order-related concerns, refunds, and product questions with accuracy and empathy.

Team Leader (SBG & GBG)

TDCX – Meta (Facebook: Small and Global Business Group) · February/2020 – Present

Supervised overall performance and development of a team of Customer Service Agents for a leading Social Media account.

Level 2 - Performance Development Coach

ePerformax Contact Center || eBay NA · August/2012 – Present

Supervises the overall performance and development of a team of Customer Service Agents
• Led QA analysts and CS agents, focusing on skills development and coaching.
• Delivered insights and audits to improve service quality and compliance.
• Supported leadership in driving operational and performance improvements.

Quality Analyst

ePerformax Contact Center || eBay NA · February/2011 – Present

• Monitored and evaluated customer interactions to ensure accuracy, compliance, and service quality.
• Provided feedback and coaching to improve agent performance and maintain quality standards.
• Analyzed trends and prepared quality reports to identify process gaps and drive improvements.
• Supported calibration sessions and maintained updated quality documentation and scorecards.

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