At WiPay/WiShops, I supported WiShops’ launch and onboarded over 3,000 businesses, cutting time-to-value by 30% and boosting adoption by 25%. I also authored WiPay’s CS Playbook and Notion guides to give agents clearer customer-support references.
As Lead Customer Support Specialist at WiPay/WiShops, I managed over 70 weekly client escalations and monitored quality assurance for a six-person support team. I reviewed customer data and KYC documentation, flagged inconsistencies, and coordinated corrections.
At WiPayCaribbean, I troubleshot issues for over 500 clients across the Caribbean and diaspora, improving client satisfaction by 15%. I coordinated technical escalations through resolution and supported KYC verification for applicants across the region and diaspora.
I applied Lean Six Sigma methods to refine support processes, improving service quality by 30%. I also contributed to workflows that reduced recurring client queries by 25% within four months.
