Outline
Looking for Full-Time work (8 hours/day) at $5/hour
High School Diploma
English proficiency Fluent
Professional Summary
Customer satisfaction champion.
Skills & Experience
Skills
Office and Administration > Data Analytics > Tableau
Office and Administration > Travel Planning > Sabre
Automation
Process improvement
Compliance
- Customer Service
CRM > Salesforce
Quality Analysis
Customer Support > Chat Support >Technical Support
Accounting>Bank Reconciliation>Accounts Receivable>Bookkeeping > Accounts Payable>>Quickbooks and SAP business one>Ms Excel>Google sheets
Screening
Customer Service>Sales
CUSTOMER SERVICE ASSOCIATE FOR TRAVEL RESERVATIONS For Hotel
Experience highlights
Customer Support Specialist (Chat and Email)
Deel, Inc.
·
May/2023
–
Present
•Managed 16–25 customer cases daily through Zendesk, handling up to four simultaneous live chats alongside email
inquiries while meeting response targets of approximately 90 seconds for chat and one hour for email.
•Delivered clear, friendly, and professional support to U.S. customers by providing accurate information, resolving
account access and billing concerns, and guiding customers through troubleshooting steps tailored to their needs.
•Followed established procedures when handling account
inquiries while meeting response targets of approximately 90 seconds for chat and one hour for email.
•Delivered clear, friendly, and professional support to U.S. customers by providing accurate information, resolving
account access and billing concerns, and guiding customers through troubleshooting steps tailored to their needs.
•Followed established procedures when handling account
Sanctions Screening & Cryptocurrency Compliance Analyst
IBEX Global Solutions
·
February/2021
–
Present
• Reviewed customer screening information with attention to detail, documented findings accurately, and escalated cases requiring additional compliance review.
• Assisted customers with delayed inbound and outbound cryptocurrency transfers by investigating transaction discrepancies and coordinating with internal teams to help resolve concerns.
• Maintained accurate case records and followed data privacy and compliance procedures when handling sensitive customer information.
• Assisted customers with delayed inbound and outbound cryptocurrency transfers by investigating transaction discrepancies and coordinating with internal teams to help resolve concerns.
• Maintained accurate case records and followed data privacy and compliance procedures when handling sensitive customer information.
Quality Analyst
Peak Support Global Enterprises
·
July/2021
–
Present
• Evaluated customer support interactions for accuracy, troubleshooting effectiveness, policy compliance, and communication quality, ensuring service standards were consistently met.
• Identified recurring customer concerns and service gaps, sharing actionable findings with team leaders to support targeted coaching and improve the customer experience.
• Participated in client calibration sessions to align evaluation criteria and promote consistent, fair quality assessments across support teams.
• Identified recurring customer concerns and service gaps, sharing actionable findings with team leaders to support targeted coaching and improve the customer experience.
• Participated in client calibration sessions to align evaluation criteria and promote consistent, fair quality assessments across support teams.
Quality Analyst
TaskUs
·
July/2020
–
Present
• Audited customer support interactions for accuracy, policy compliance, and service quality, maintaining organized records of evaluation findings.
• Reviewed customer dissatisfaction cases to identify root causes and recurring service issues, providing insights to support coaching and process improvements.
• Used Salesforce to extract performance data and prepare dashboards and weekly quality reports, supporting accurate performance monitoring and operational reviews.
• Collaborated with client managers and internal teams during calibration sessions to align evaluation standards and promote consistent customer service.
• Reviewed customer dissatisfaction cases to identify root causes and recurring service issues, providing insights to support coaching and process improvements.
• Used Salesforce to extract performance data and prepare dashboards and weekly quality reports, supporting accurate performance monitoring and operational reviews.
• Collaborated with client managers and internal teams during calibration sessions to align evaluation standards and promote consistent customer service.
Senior Project Specialist
Motif, Limited / TeleTech
·
March/2015
–
Present
• Managed travel reservations through Sabre, maintaining accurate passenger records and processing flight reissues and ticket revalidations.
• Handled supervisory and escalation calls, investigating complex customer concerns, explaining available solutions clearly, and maintaining professional communication during difficult interactions.
• Progressed into senior project specialist responsibilities, contributing to workflow improvements through Jacada automation, system testing, and updates to agent guidance.
• Collaborated with Quality Assurance and Training teams to refine support procedures, test system changes, and validate updates before implementation.
• Prepared operational performance reports using Tableau and Google Sheets to support performance monitoring and informed operational decisions.
• Handled supervisory and escalation calls, investigating complex customer concerns, explaining available solutions clearly, and maintaining professional communication during difficult interactions.
• Progressed into senior project specialist responsibilities, contributing to workflow improvements through Jacada automation, system testing, and updates to agent guidance.
• Collaborated with Quality Assurance and Training teams to refine support procedures, test system changes, and validate updates before implementation.
• Prepared operational performance reports using Tableau and Google Sheets to support performance monitoring and informed operational decisions.
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