At Teleperformance, I lead and mentor a team of operations specialists and use Tableau dashboards to track performance and share actionable insights. I streamlined escalation workflows, improving CSAT by 12% and reducing average handling time by 18%.
I oversee issue resolution and analyze recurring account and order discrepancies to prevent service delays and support SLA compliance. At Concentrix, I handled customer operations and technical escalations for the Comcast account.
Earlier at Teleperformance, I supported AT&T customers with complex inquiries, order processing, and account adjustments. I also contributed to process improvements at Concentrix that increased first-contact resolution across the account.
