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Work Background
Virtual Assistant
Ambient Lounge®Virtual Assistant
Nov. 2018 - May. 2019My tasks include but not limited to orders fulfillment thru CS Cart, chat via ZenDesk, website management via wordpress, order tracking and product update thru Amazon.
Customer Service Team Lead
ArriveCustomer Service Team Lead
Feb. 2018 - Nov. 2022My key duties include but not limited to: ● Team handling / management ● Agent Coaching and Feedback sessions ● Team report accomplishment and submission ● Call escalations handling ● Team meeting facilitation ● Rep Inquiries Accomplishment ● Incident Report management ● Inter-department liaison ● Special email cases handling/management ● Lead training / New hire training assistance ● Special tasks adherence
Customer Service Team Lead
WNS Global Services SACustomer Service Team Lead
Dec. 2014 - Jul. 2017I was responsible for the growth and development of 15 agents, making sure they are updated with the process and in tune with the company’s code of conduct. Key Duties: ● Team handling / management ● Agent Coaching and Feedback sessions ● Team report accomplishment and submission ● Call Listening and Calibration ● Team meeting facilitation ● Operations team huddle updates ● Client video conference and huddle updates
Collections Specialist
Accenture Enkitec GroupCollections Specialist
Jul. 2012 - Nov. 2014I worked as a collections specialist, and I was responsible for meeting the clients’ needs by providing excellent customer service. My main duties revolved around collecting, and/or processing payments, answering customer queries through phone handling, email and chat.
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