Operations & Customer Service Specialist (BPO Industry)

Nov 2022 - Apr 2026

Managed end-to-end booking systems, ensuring 100% accuracy in scheduling and client documentation. Oversaw daily operational tasks to ensure service level agreements (SLAs) were consistently met. Coordinated between departments to resolve bottlenecks and improve service delivery speed.

Lead Generation Specialist

Oct 2020 - Nov 2022

Identified and qualified high-value leads through targeted research and cold outreach. Maintained and updated CRM databases, ensuring clean data for the sales team to act upon. Successfully increased lead conversion rates by implementing a more rigorous follow-up system.