to provide world class customer service through remote assistance and partnership

I have had extensive experience with handling communications coaches, quality coaches and CSAT analysts when I participated as an individual contributor as a CSAT Manager for offshore accounts like General Motors, Microsoft, Doordash and Telstra. My tasks impacted service level, sales increase including,customer incentive and platinum service/silver leads (turning service to sales.

Since then I have been advanced through progressively more responsible positions in both the Operations and Process Improvement teams. During my tenure, I have developed exceptional ways to gather and interpret data and have designed and implemented highly successful behavioral improvement strategies across 1000 FTEs.

I have also demonstrated my ability to work with leaders across business units and multiple lines of business, consistently producing extraordinary results and hitting increasing glide paths through coordination with the Training, Quality, Operations, Client Services and Recruitment teams. Devising a consistent weekly calibration session with invited participation across all sites and taking value in feedback and process improvement, I was also able to modify QA & Training guidelines and behavioral measurements depending on client needs and customer/team mate feedback.

In addition, I have been responsible for certifications and up-trainings, as well as liaising with the company's clients and vendors to ensure that all projects are completed by established milestones specific to improvement in Quality and Customer Satisfaction.

These are just a few examples of my accomplishments and contributions to different programs. I hope that you will find that this brief view, in combination with the attached resume, describes a dedicated employee with the experience and skills to meet or exceed the requirements of any position.

Work Terms

24/7 operations, weekly payment if possible, ommunicwtion through zoom, hangouts and whatsapp