Skills
Customer Support > Customer Relationship Management
5-10 Years
Project Management
2-5 Years
Client Services Management, BPO Operations, Technical Support, Customer Support
10+ Years
Client Services Management
5-10 Years
Business Operations Management
10+ Years
Experience highlights
Associate Manager
DataFlow Verification Services, Ltd
·
January/1990
–
Present
Customer service and operations leader with proven results in improving CSAT from 65% to 95%+, streamlining workflows, and managing global teams. Led AI chatbot rollout via AWS to cut backlogs and enhance support using tools like Zendesk, Freshdesk, and Freshchat.
Customer Service Team Lead
Opsify
·
January/1990
–
Present
• Led customer service team for Bouqs flower delivery; improved sales performance from 60% to 80% by coaching and streamlining internal processes. • Maintained high NPS and supervised back-office operations to ensure smooth workflow and support. • Managed customer interactions via live chat, email, and voice escalation channels, ensuring timely resolution and quality service using Zendesk and Freshworks platforms.
Sales Team Lead
Rendition Digital International Ltd
·
January/1990
–
Present
• Oversaw a team for SpareFoot, an online self-storage marketplace. • Achieved 85% sales performance , contributing to revenue stability and helped enhance sales processes to meet operational goals.
AVP – Operations Team Lead
iQor
·
January/1990
–
Present
• Managed technical/billing/sales account for U.S. telecom provider, raising CSAT to 90%. • Led pioneer sales retention team, achieving 80% retention rate.
Risk Management Analyst
JPMorgan Chase & Co.
·
January/1990
–
Present
• Managed inquiries in mortgage banking, escrow, and collections. • Conducted fraud investigations for credit card accounts, improving risk detection. • Transitioned from customer service to risk management, demonstrating versatility.
