Customer Service Supervisor

Feb 2025 - Feb 2026

Led and coached a team of 15 CSRs, conducting weekly performance reviews and providing real-time feedback to ensure alignment with company service standards. Acted as the primary point of contact for complex customer issues, utilizing advanced de-escalation techniques. Monitored and analyzed team metrics, implementing a 'Rapid Response' workflow that improved efficiency by 15%.

Customer Service Representative – Outbound Calls

Mar 2024 - Feb 2025

Conducted outbound calls for customer follow-ups and service updates. Ensured accurate call documentation and maintained professional communication standards.

Customer Service Representative

Jan 2024 - Jan 2025

Delivered customer service support via inbound calls, ensuring accurate and timely resolutions. Maintained strong customer satisfaction scores and met quality performance metrics. Cultivated a deep understanding of Australian communication and culture, ensuring effortless rapport with an Australian customer base.

ESL Teacher

Jan 2024 - Jan 2025

Conducted online English lessons tailored to learner needs and proficiency levels. Facilitated effective communication and comprehension through structured online learning modules.

Student Aid – Registrar’s Office

Jan 2022 - Jan 2024

Assisted with academic record processing, document release, and student inquiries. Performed clerical tasks to support daily office operations.

Encoder

Jan 2021 - Jan 2022

Managed accurate data entry and documentation for departmental needs. Organized and maintained program records for efficient internal communication.