Skills
Office and Administration > Quality Assurance
5-10 Years
Team Leadership
2-5 Years
Operations
2-5 Years
Cost Estimate > Microsoft Excel
5-10 Years
Customer service > Sales Representative > Customer Support
5-10 Years
Confluence
1-2 Years
Cross-Functional Collaboration
5-10 Years
Customer Support > Active Listening >ESL Tutoring> Chat Support>Email Support>Empathy>Technical Skills>Problem Solving
5-10 Years
Customer Support > Chat Support> Email Support> Shopify>Zendesk
2-5 Years
Salesforce (CRM)
2-5 Years
Billing & Payment Processing
1-2 Years
data transcription
2-5 Years
ADA Compliance
5-10 Years
Experience highlights
Customer Support Specialist 4 / Operations Support Specialist
Connext
·
July/2024
–
/
Lead high-volume transcription of employment and income verification forms. Support manual verification workflows, conduct outreach to HR and payroll contacts. Provide multi-channel customer support and process escalations.
Billing Specialist
Engie Impact
·
April/2023
–
Present
Retrieved telecom vendor invoices and processed payments. Investigated and resolved billing variances and payment discrepancies. Processed check and electronic payment requests to maintain account standing.
Team Manager
Sutherland
·
September/2022
–
Present
Led Emergency Dispatch Operators team, ensuring KPI achievement. Conducted coaching sessions on call accuracy and communication skills. Managed escalations and ensured SLA compliance.
Quality Assurance Lead
Sutherland
·
November/2019
–
Present
Delivered evaluation feedback to agents on SOP adherence and technical accuracy. Created QA parameters for new line of business. Pioneered QA Coaching Pilot Program with one-on-one sessions.
Emergency Dispatch Operator
Sutherland
·
January/2018
–
Present
Managed emergency and non-emergency alarm dispatches. Coordinated with police, fire, and medical services. Conducted live audio monitoring and detailed data entry for account management.
