Abigail Green

Oversaw day-to-day operations for a line of business with 200 customer service consultants, ensuring efficient workflow and high service quality. Drove program performance by implementing robust performance processes and inspections, consistently meeting and exceeding client KPIs by 15%.

Managed a team of 15 customer service consultants, achieving 100% attainment of all client targets through effective coaching and support. Provided regular updates to the Operations Manager regarding team performance trends, enabling informed decision-making and strategic adjustments.

Conducted coaching sessions and performance appraisals for a team of 15 collections agents, driving achievement of 100% client target attainment. Fostered a cohesive and productive team environment, resulting in a 20% improvement in team performance metrics and employee satisfaction.

Delivered exceptional customer service support via chat, email, and phone, efficiently managing up to 5 concurrent chats across multiple channels. Provided real-time customer support, resolving queries promptly and maintaining a 90% first-contact resolution rate.

Pursued a Bachelor's degree in Actuarial Science. The program provided a strong foundation in mathematical and statistical methods relevant to risk assessment and financial modeling.

Completed an Associate's degree in Natural Sciences. The curriculum covered fundamental scientific principles and laboratory techniques, preparing for further studies in science-related fields.