Open to opportunities

Athena Paschal

@athenapaschal

Message

I lead remote customer service teams, improve KPIs, and resolve complex customer issues.

United States

Message

What I'm looking for

I'm looking for a remote customer service leadership role where I can coach teams, improve operational performance, uphold quality standards, and resolve customer issues while balancing customer and business needs.

I've led remote customer service operations across KellyConnect, Convergys, and Celebrity Work at Home, balancing customer satisfaction with company policies, service levels, and performance metrics.

As an AppleCare Team Manager, I managed 18–25 agents, monitored KPIs, delivered coaching and training, reviewed quality interactions, and addressed service failures. I also bring experience in technical support, escalation resolution, account management, and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Trade Support Resolution Specialist

Current

Celebrity

Dec 2021 - Present (4 years 9 months)

Assists internal and external customers with cruise bookings, ensures company policies and metrics are met, and makes decisions on special fares and exceptions while aligning with company and customer interests.

Customer Service Policy Compliance Decision making Live Chat Coaching

AppleCare Team Manager

KellyConnect

Jun 2016 - Nov 2021 (5 years 5 months)

Managed a team of 18-25 agents, monitored KPIs, ensured service levels, and provided coaching and training to improve performance and customer satisfaction.

Team Management KPI Monitoring Coaching Training Customer Satisfaction Compliance Quality Assurance