At First Allegiance, I coordinate service-related activities, communicate with contractors, and help schedule and track service requests. I maintain organized records and share updates with clients while working remotely.
At Magellan Solutions, I progressed from agent to SME/L2 agent and then Team Leader. As a Team Leader, I handled customer service and back office campaigns, tracked team performance, and shared daily reports with clients.
I coached agents weekly and scheduled client reviews using Google Calendar and Outlook. For the back office campaign, I reviewed mapped customer invoices for accuracy and tracked productivity, attendance, and QA.
At Teleperformance, I took customer calls and helped resolve concerns about products purchased through the website. I was promoted to SME/L2 agent after eight months, based on performance against KPIs including QA, AHT, and CSAT.
