Digital Client Engagement Specialist

Oct 2025 - Apr 2026

Managed high-volume written client interactions across digital platforms, maintaining engagement, rapport, and satisfaction. Applied active listening and empathy-driven communication to understand client needs and deliver personalized responses. Maintained consistent tone, professionalism, and response quality under time-sensitive conditions.

Deputy Manager Apprentice

Jul 2024 - Nov 2025

Partnered with senior leadership to execute strategic plans and improve operational workflows. Led initiatives to enhance team productivity, service quality, and client satisfaction. Participated in leadership development programs and contributed to cross-functional projects.

Account Manager

Dec 2022 - Jul 2024

Managed key client accounts, ensuring high levels of satisfaction and retention. Collaborated with internal teams to deliver tailored financial solutions. Analyzed account performance and implemented strategies to meet business targets.

Operations Manager

Jan 2022 - Dec 2022

Oversaw daily operations of customer service teams, ensuring compliance with client KPIs and internal standards of a Telco Account. Developed and implemented process improvements to increase efficiency and service quality. Conducted team meetings to align process and supervisors. Mentored team leaders and supported their professional development.

Team Manager

Jan 2019 - Dec 2021

Supervised a team of customer service representatives, ensuring alignment with client KPIs. Conducted coaching sessions, performance reviews, and team engagement activities. Identified and resolved performance gaps through data-driven strategies.

Customer Service Representative

Jan 2017 - Dec 2019

Provided support for billing and technical inquiries. Resolved customer concerns with professionalism and efficiency. Documented recurring issues to support process improvements.