Details
Skills
Account Management; Problem Solving; Microsoft Office; Data Analysis; Microsoft Excel; Process Improvements; Data Analytics; Customer Experience (CX); Customer Satisfaction; Customer Service; Business Intelligence (BI); Leadership; Coaching; Key Performance Indicators (KPI); Customer Support
About
Designed and maintained weekly performance reports and dashboards using SQL and
Google Sheets, consolidating metrics from 20–25 agents for executive decision-making.
Executed SQL queries to analyze operational and team performance data, identifying
trends and opportunities for process improvement.
Presented insight reports and dashboards to stakeholders and cross-functional teams
(Operations, QA).
Led weekly 1:1 coaching sessions using QA and productivity data to drive specific
improvements.
Used AI tools (ChatGPT, Claude, DeepSeek) to analyze customer interaction patterns,
draft optimized response templates, and accelerate data interpretation for weekly reports.
Collaborated across departments to resolve operational and customer-impacting issues
efficiently.
Key Achievements:
Drove customer satisfaction improvements through performance coaching, quality
analysis, and customer-focused action plans.
Enhanced team performance and service consistency by leveraging operational data and
KPI insights to guide decision-making.
Successfully managed and coached a team of 20–25 agents while maintaining high
service quality and operational efficiency.
Supported customer retention efforts by improving resolution quality and reducing repeat
contact rates across the operation.
Managed 40+ daily customer interactions across calls, chat, and email for individual and
business clients in the US, Canada, and Mexico.
Provided technical and account support for users of Amazon digital platforms and
subscription-based services, including account access, payment verification, and platform
troubleshooting.
Guided customers through step-by-step troubleshooting processes related to login issues,
account recovery, email verification, and Amazon subscription services.
Assisted customers with account configuration and system navigation while ensuring a
high-quality customer experience.
Used CRM and internal systems to manage case documentation, track issue resolution
workflows, and escalate customer-impacting issues to the appropriate operational or
technical teams
Resolved complex inquiries related to account management, orders, logistics, payments,
and digital services while documenting patterns for process improvement.
Key Achievements:
Consistently maintained high customer satisfaction scores by resolving account, payment,
and platform-related issues efficiently.
Improved customer experience through effective troubleshooting, issue resolution, and
clear step-by-step guidance.
Recognized as a top-performing agent for maintaining strong operational performance,
quality standards, and low escalation rates.
Profile Photo
