At Computer Generated Solutions (CGS), I progressed from Customer Service Agent to Support Coach and then Team Leader. As Team Leader, I managed a team of about 12 agents in a sales-driven customer care operation.
I sustained team NPS of 89–90%, with the majority of agents scoring above 90%. I delivered coaching sessions and sales workshops focused on consultative selling and upselling.
At CGS, I was the final escalation point for complex customer situations and partnered with Quality Assurance and HR on compliance and continuous improvement. I also produced performance reports and proposed process optimizations adopted to improve team efficiency.
At Lex Care Connect, I provide executive support through scheduling, correspondence, document management, and coordination with teams and external partners. I also bring long-term volunteer leadership experience and a Bachelor’s degree in Marketing.
