At Foodsmart, I serve as the primary escalation contact for 10+ clients and their members, resolving high-priority grievances and complex inquiries while maintaining 95%+ CSAT. I manage 40–60 daily customer inquiries across phone, email, and CRM channels and created SOPs for member registrations and escalation submissions.
Previously at Alert Communications, I managed 50+ high-value accounts, delivered technical support, supported platform migrations, and facilitated new client implementations through Salesforce and cross-functional coordination.
I also supervised 15 call center agents at RoadRunner Shuttle, where I launched a post-booking feedback initiative that increased company-wide CSAT by 12% to 97%. I enjoy turning challenging situations into positive client outcomes while improving workflows, onboarding, and service quality.
