Open to opportunities

Astrid Sprouse

@astridsprouse

I lead customer support operations, coaching teams and resolving complex escalations in high-volume remote environments.

Dominican Republic

Message

What I'm looking for

I'm looking for a fully remote operations or customer experience role where I can lead teams, improve workflows, manage escalations, and strengthen service quality in a collaborative, high-accountability environment.

At Teleperformance, I lead high-performing support teams, monitor real-time performance metrics, and manage complex customer escalations while maintaining policy compliance.

Previously at Turo, I handled high-volume customer chats, vehicle quality inspections, account investigations, roadside assistance cases, and platform troubleshooting. I also supported supervisors with escalation investigations and provided real-time floor support to peers.

I'm bilingual in English and Spanish, remote-ready, and focused on workflow optimization, quality, coaching, operational reporting, and customer trust.

Experience

Work history, roles, and key accomplishments

Current

Supervisor

Current

Teleperformance

Jun 2022 - Present (4 years 3 months)

• 👥 Led and supervised high-performing support teams in fast-paced, high-volume environments, ensuring productivity, service quality, and adherence to operational standards.

• 📊 Monitored real-time performance metrics including productivity, queue management, SLA adherence, quality, and customer satisfaction to drive operational efficiency.

• 🎯 Conducted performance reviews, coaching sessions, a

Monitoring Customer Escalation Management Strategic Negotiations Sustainable Development Audit Slack Microsoft Teams Account Management Dispute Resolution Refunds Cancellations Trust and Safety Vouchers De escalation Escalation Management Payroll Analysis Reporting And Analysis Training

Customer Service Representative

Turo

Mar 2021 - Jun 2022 (1 year 3 months)

• 💬 Managed 2 to 3 concurrent customer chats in high-volume environments while maintaining strong response quality, accuracy, and resolution efficiency.

• 🚗 Conducted detailed vehicle quality inspections and documentation reviews to ensure compliance with marketplace standards, restrictions, and operational policies.

• 🔍 Analyzed account restrictions and performed case investigations to determin