At YOMALI, I manage end-to-end order fulfilment, working to complete orders accurately and on time while meeting SLA targets. I also coordinate with warehouses, logistics providers, vendors, and third-party carriers to resolve fulfilment escalations.
As a Subject Matter Expert at YOMALI, I coached customer support representatives and provided technical guidance. I also performed root cause analysis, recommended process improvements, and supported workflow testing and operational initiatives.
At TTEC, I supported customer and operations work across team leadership, finance support, returns, and customer support. As Team Lead, I led a team of 12–18 Customer Service Representatives, using coaching and performance management to achieve KPI, SLA, and quality targets.
My earlier work included supporting financial operations for the Qantas platform at TTEC, handling billing and customer orders, and providing technical support for internet, phone, and television services at Teleperformance. At TPG, I assisted customers with internet setup and troubleshooting, and at ASI I conducted site assessments and prepared technical proposals.
