Subject Matter Expert/ Support Specialist

Results-driven and detail-oriented customer support professional with 4+ years of experience as a Subject Matter Expert/Process Specialist and 5+ years of hospitality experience as a Senior Bartender. Proven track record in customer service operations, escalation handling, policy compliance, process improvement, coaching, and team leadership. Recognized three times as a Rockstar (Top SME) for outstanding performance, reliability, and dedication.

Experienced in mentoring and supporting teams of 40–60 agents, improving quality and SOP adherence, developing knowledge resources, and leading process improvements that reduced average handle time by approximately 20%. Strongly skilled in Microsoft Outlook, administrative processes, problem-solving, and quickly adapting to new tools and systems. Brings a strong work ethic, excellent attention to detail, and a consistent commitment to delivering accurate, high-quality results while supporting team success and continuous improvement.