Open to opportunities

Fatima Sales

@fatimasales

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Customer service leader with 9+ years optimizing operations, coaching teams, and improving customer satisfaction.

Philippines

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What I'm looking for

I seek a people-focused role where I can lead teams, optimize workforce operations, coach staff, and improve customer satisfaction in a growth-oriented company.

I am a dynamic customer service professional with over nine years of experience in BPO environments, skilled at managing high-volume support channels and ensuring operational compliance. I have hands-on experience with Salesforce CRM, Microsoft Excel, and multi-channel customer engagement including inbound calls, email, and chat.

Across roles at Telus International and Alorica, I led teams, acted as a subject matter expert, and supported workforce management—coaching staff, handling escalations, and improving service delivery. I managed 80–100+ inbound calls daily and coordinated logistics for international shipments, improving process efficiency and reducing delays.

I bring a results-oriented approach to coaching, scheduling, and performance management, and I seek opportunities where I can continue to drive team performance, enhance customer satisfaction, and contribute to scalable operations.

Experience

Work history, roles, and key accomplishments

Back Office Associate

Telus International Philippines

Jul 2020 - Nov 2025 (5 years 4 months)

Managed administrative tasks for international shipments, ensured customs compliance, and liaised with offshore clients to streamline operations and reduce delays.

Customs Compliance Salesforce CRM Documentation Process Improvement Email Support

Team Leader

Alorica Teleservices, Inc.

Oct 2016 - Mar 2020 (3 years 5 months)

Managed escalated calls and concessions, coached agents as SME, and maintained service quality across inbound, chat, and email channels to improve customer satisfaction.