Customer-focused operations and support professional with 3+ years of experience optimizing service delivery, reducing escalations, and improving SLA performance in fast-paced international environments. Experienced in s…
Customer-focused operations and support professional with 3+ years of experience optimizing service delivery, reducing escalations, and improving SLA performance in fast-paced international environments. Experienced in supporting customer-facing teams through KPI analysis, structured onboarding programs, and data-driven process improvements. Proven impact in reducing resolution time by 18%, lowering escalations by 15%, and improving operational efficiency by 10% through Salesforce-based reporting and workflow optimization. Strong cross-functional collaborator focused on enhancing customer experience, strengthening retention foundations, and accelerating time-to-value. Currently expanding expertise in SQL and data analytics to support Customer Success and B2B SaaS environments.
Led performance and quality initiatives within a 28-person customer support operation, driving measurable improvements in SLA compliance, escalation reduction, and service consistency.
Reduced customer escalations by 15% through KPI monitoring and root-cause analysis.
Improved operational efficiency by 10% through targeted coaching and workflow optimization.
Reduced average resolution time by 18% by implementing structured SOP documentation.
Designed and delivered onboarding and training programs, decreasing ramp-up time by 15%.
Built and maintained KPI dashboards in Salesforce and Tableau to monitor SLA adherence and identify churn-risk trends.
Partnered cross-functionally with Operations and Training teams to improve customer-facing processes.
Provided escalation support for complex cases to ensure timely resolution and minimize customer dissatisfaction.
Reduced customer escalations by 15% through KPI monitoring and root-cause analysis, Improved operational efficiency by 10% through targeted coaching and workflow optimization, Reduced average resolution time by 18% by implementing structured SOP documentation, Designed and delivered onboarding and training programs, decreasing ramp-up time by 15%, Built and maintained KPI dashboards in Salesforce and Tableau to monitor SLA adherence and identify churn-risk trends, Partnered cross-functionally with Operations and Training teams to improve customer-facing processes, Provided escalation support for complex cases to ensure timely resolution and minimize customer dissatisfaction
Acted as escalation point for complex customer cases and supported frontline teams in improving SLA compliance and service quality.
Delivered coaching and quality feedback to improve CSAT and adherence to service standards.
Updated internal documentation to improve communication consistency.
Supported onboarding of new team members.
Delivered coaching and quality feedback to improve CSAT and adherence to service standards, Updated internal documentation to improve communication consistency, Supported onboarding of new team members
Managed high-volume content review operations (500+ items daily) while maintaining quality scores above 95%.
Handled account verification and recovery workflows, reviewing identity documentation and making risk-based access decisions.
Rapidly adapted to frequent policy updates (weekly changes) while maintaining 95%+ accuracy, demonstrating strong attention to detail in dynamic environments.
Managed 500+ cases daily across multiple concurrent workflows, prioritizing urgent requests and maintaining SLA compliance.
Promoted twice within 18 months based on performance excellence (Content Moderator → SME → Quality Analyst).
Managed high-volume content review operations (500+ items daily) while maintaining quality scores above 95%, Handled account verification and recovery workflows, reviewing identity documentation and making risk-based access decisions, Rapidly adapted to frequent policy updates (weekly changes) while maintaining 95%+ accuracy, demonstrating strong attention to detail in dynamic environments, Managed 500+ cases daily across multiple concurrent workflows, prioritizing urgent requests and maintaining SLA compliance, Promoted twice within 18 months based on performance excellence (Content Moderator → SME → Quality Analyst)
The AI-first Recruitment Operating System that unifies and automates the entire hiring lifecycle for modern enterprises worldwide.
Dr Job FZ LLC. 2026 © All Rights Reserved
