Expertly managed over 150 calls daily, delivering accurate and comprehensive support.
Efficiently handled 50+ complaints and service requests, ensuring swift resolution and customer satisfaction.
Provided precise service information to customers, consistently achieving a 100% satisfaction rate.
Coordinated pickup bookings and accurately managed customer data, enhancing service efficiency.
Onboarded new account customers, ensuring a seamless integration process.
Maintained a flawless 100% courtesy and accuracy rating as per Quality Assurance standards.
Consistently maintained a 99.99% KPI, demonstrating exceptional dedication and performance.

Led a dynamic team of 15-20 employees, driving performance and productivity in a fast-paced environment.
Delivered engaging training sessions to individuals and groups of up to 25 participants via Zoom, focusing on effective communication, customer data management, and optimizing customer interaction logs.
Oversaw the onboarding of agents to software platforms, providing continuous monitoring and support.
Established and exceeded monthly sales targets, inspiring the team to outperform other groups within the center.
Conducted real-time call quality audits, ensuring adherence to scripts and maintaining high standards of customer service.
Managed the full recruitment lifecycle, including interviewing, hiring, and, when necessary, terminating staff.

Managed over 150 calls daily, onboarding new customers and presenting tailored product information.
Effectively turned support inquiries into sales opportunities.
Achieved an average customer satisfaction rating of 95%, surpassing the company average by 10%.