At Asurion, I assist U.S. customers, identify their needs, and cross-sell relevant products and services. I ranked in Q1-Q2 of the sales team on Net Sales per 100 calls, with peak months reaching 8.1 against a 4.5 target.
At Pure Life Insurance, I onboarded brokers and created training and hiring documentation for the life and health team. I also managed social media content and used Claude to speed up production.
At Lean Solutions Group, serving Language Testing International, I supported English- and Spanish-speaking customers by phone and email, with CSAT of 98% or higher. I also helped customers install testing software and access exams, and monitored automated proctoring sessions.
At Transcom, serving Walmart.com, I led a team of 10-16 agents, maintaining an average CSAT of 95% against a 93% target. I provided individual performance coaching and handled escalated customer calls.
