At Lead Matrix, I lead, mentor, and monitor a team of 20 customer support representatives. I review quality assurance results and coach team members to support SLA targets and improve service quality.
At Ibex, I handled customer inquiries for the Walmart Voice Campaign across voice, chat, and email. I maintained reported 99% customer satisfaction and 90% customer retention, and escalated complex issues to Tier 2 support.
As a freelance Google Ads Specialist, I created and optimized campaigns and reviewed data to identify opportunities. At MT Tech, I provided troubleshooting for software and hardware issues and maintained CRM records.
