I've had 12 years of experience with customer service on different line of business ( chat, email, voice). Ive worked with people around the globe solving their issues specially when I was with Amazon Customer Service as our main goal is for the customer to smile at the end of the day. I also focus on process improvement and that dealt with a lot of data to collect from customer and agents feedback. Coming up with a survey to get everyones point of view on new ideas and/or employee engagement activities were some of my tasks too I have daily, weekly and monthly reviews with the clients. This involves a lot of data collects and understand what droves the performance to increase and finding solution to be better is what I do daily.