Resolution Specialist / Supervisor

Oct 2025 - Mar 2026

Manage complex customer cases as a primary escalation point using Windows applications for account research and issue resolution. Lead and mentor contact centre agents to improve first-call resolution and transaction quality by 15%. Monitor CRM documentation and case routing to ensure 100% compliance with confidentiality protocols. Communicate high-level solutions to U.S.

Contact Centre Agent

Nov 2024 - Sep 2025

Manage high-volume inbound calls for U.S. customers, processing service, billing, and benefit inquiries while maintaining strict schedule adherence. Perform preliminary account research using web-based applications to determine issue types for case routing. Log accurate call notes and update CRM records, maintaining 95%+ CSAT scores and ensuring customer confidentiality.

Executive Assistant (Remote)

Dec 2023 - Nov 2024

Manage daily business operations and workflow coordination remotely, ensuring high schedule adherence and efficiency. Process website content optimizations and SEO implementation using web-based application processing and content management tools. Navigate PHP-based backend systems to support online platform performance and ensure accurate data processing.

Affiliate Marketing Specialist (Remote)

Mar 2023 - Oct 2024

Manage digital marketing strategies and execute data-driven campaigns to drive growth, consistently meeting performance metrics. Process campaign performance data and perform account research to optimize conversions based on KPIs. Communicate with affiliate partners and conduct market research to identify growth opportunities in a high-volume digital environment.