Operations Team Leader

Dec 2022 - May 2026

Led, motivated, and coached team to achieve operational objectives. Established key performance indicators to measure operational success and guide strategic decision-making. Communicated progress updates to clients, keeping operations on track to meet cost and timeframe KPIs. Managed daily operations to ensure efficient workflow and on-time task completion.

Quality Analyst

May 2019 - Dec 2022

Reviewed and analyzed agent responses to cases, providing quality feedback and insights to the operations team. Conducted root cause analyses on recurring defects, leading to corrective actions. Compiled quality metrics reports for senior management, facilitating informed decision-making on process improvements.

Social Media Representative

Nov 2016 - May 2019

Responded to passenger queries on flight reservations via social media, ensuring timely and accurate information. Managed company reputation by addressing customer concerns and resolving issues professionally, fostering positive passenger relationships.

Customer Service Representative - Sales/Billing

Jun 2015 - Jan 2016

Assisted customers with product-related questions, feedback, and complaints, enhancing overall customer experience. Resolved customer complaints with empathy, fostering loyalty and encouraging repeat business. Developed strong product knowledge to deliver tailored recommendations that address individual customer needs.

Customer Service Representative - Sales/Billing

Oct 2014 - Jun 2015

Managed customer account inquiries, providing accurate information to resolve service complaints and ensure satisfaction. Improved customer satisfaction by promptly addressing concerns and delivering accurate information. Handled customer requests for products, services, and company information, ensuring timely and accurate responses.