Open to opportunities

Aeisha Wright

@aeishawright

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I am a Customer Support and Operations Manager driving KPI, SLA, and team performance improvements.

Jamaica

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What I'm looking for

I am seeking a leadership role in customer support or operations where I can improve KPIs and SLAs, mentor teams, drive process improvements, and contribute in a collaborative, metrics-driven environment.

I am a customer support and operations leader with 5+ years of experience across BPO, travel, aviation, and customer service industries. I have a proven ability to lead teams, improve operational efficiency, and deliver exceptional client satisfaction.

In supervisory and management roles I have focused on SLA management, KPI monitoring, escalation handling, and cross-functional communication, maintaining strong FCR and CSAT while reducing AHT and ticket backlogs. I am adept at using Zendesk, Google Workspace, ticketing systems, and reporting & analytics tools to optimize workflows and coach teams to meet targets.

I hold a BSc in Hospitality and Tourism Management and certifications in event planning, IT (digital programming & web design), and emotional intelligence, and I bring a process-improvement mindset to every role.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Supervisor

Current

Mudflap

Jan 2024 - Present (1 year 7 months)

Lead and manage a team of Customer Support Representatives to meet KPIs and SLA targets while handling escalations to ensure timely resolution and positive outcomes. Monitor performance via reporting and QA checks and collaborate with operations to improve customer satisfaction.

Team Leadership SLA Management KPIs Customer Escalation Zendesk Google Workspace Coaching Process Improvement

ISP Lead Agent

Concentrix

Jan 2020 - Jan 2024 (4 years)

Supervised ISP support teams overseeing technical troubleshooting and service issue resolution while maintaining high FCR and CSAT. Coordinated cross-department workflows, reduced ticket backlog, and trained agents to improve AHT and productivity.

Technical Troubleshooting ISP FCR CSAT Ticketing Systems Training Team Supervision

Customer Service & Ticketing Supervisor

Delta Air Lines

Jan 2019 - Jan 2020 (1 year)

Managed airport ticketing operations including check-in, ticket issuance, rebooking, and flight disruption management while ensuring compliance with safety and security protocols. Trained staff in customer service best practices, reducing passenger complaints and improving service quality.

Ticketing Passenger Check In Compliance Staff Training Gate Coordination Customer Service

Customer Service Agent

Sutherland Global

Jan 2018 - Jan 2019 (1 year)

Delivered live chat and email support for retail clients, resolving inquiries and processing orders while maintaining high customer satisfaction through fast, accurate, and empathetic service. Managed tickets and escalations to preserve client service levels.