CX Leader | Subject Matter Expert | Operations & Quality Assurance Manager

Verified

$8/hr

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Outline

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

Associate Degree

English proficiency Fluent

Professional Summary

I am a results-driven Subject Matter Expert and a former Top-Performing Customer Service Representative. I worked with Concentrix, where I climbed the ranks from a frontline agent to a Healthcare Subject Matter Expert. I was trusted to provide real-time coaching to agents, handle complex escalations, and manage 40 to 80 back-to-back calls daily. Because of this, I have a zero-tolerance precision mindset, especially when it comes to HIPAA compliance, data privacy, and resolving issues. I excelled as a Non-Voice Content Moderator, I audited hundreds of database records and digital ads daily, consistently maintaining a 95% to 98% accuracy rate in a high-speed environment. What truly sets me apart is my versatility. My background spans healthcare, and digital content moderation. Plus, my early experience in sales, field auditing, and even wedding coordination has made me exceptionally organized, deeply empathetic, and highly capable of thriving in low-oversight environments.

Skills & Experience

Skills

Office and Administration > Quality Assurance 2-5 Years

2-5 Years

Content Moderation 6 Months to 1 Year

~Data Entry 2-5 Years

HEALTHCARE CUSTOMER SUPPORT 1-2 Years

- Customer Service 5-10 Years

Cash handling 2-5 Years

Event Coordination Less than 6 Months

HIPAA Compliance 1-2 Years

Policy Compliance 2-5 Years

Retail Operations 2-5 Years

Customer Service>Sales 2-5 Years

Multi-Channel Communication 2-5 Years

Experience highlights

Subject Matter Expert / CSR (Voice - Healthcare)

Concentrix · September/2024 – Present

Provided real-time coaching and floor-walking support to live agents. Resolved complex escalated customer issues with high efficiency. Audited agent interactions and conducted team huddles. Handled 40-80 calls daily. Verified patient identity with HIPAA compliance and zero-tolerance precision.

Customer Service Representative (Non-Voice - Content Moderator)

Concentrix · January/2024 – Present

Evaluated 250-400 digital ads per shift against platform policies. Maintained 95-98% accuracy during QA audits. Analyzed text, images, and videos for phishing, counterfeit goods, and copyright violations. Audited 100+ database records daily for data integrity.

Customer Service Representative (Blended - Forex Trading/Sales)

Incomation Funded Freedom · January/2023 – Present

Managed inbound and outbound customer inquiries via voice and chat regarding Forex trading accounts. Drove sales growth by educating clients on available trading programs and platform features.

Wedding Coordinator

Freelance · January/2022 – Present

Managed event timelines, supplier coordination, and logistics to ensure seamless execution on the wedding day.

Field Auditor / Mystery Shopper

Brandworks - Nestle · January/2021 – Present

Conducted anonymous audits of retail locations to evaluate brand compliance, product display, and service quality.

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