I’m a bilingual Operations professional with 5+ years of experience in customer service, team leadership, performance management, and process improvement. I started my career in customer support, working across phone, chat, and email channels, and later progressed into a Supervisor/Team Lead role, where I led a team of 16 representatives in a remote, high-volume environment.
In my leadership role, I was responsible for monitoring KPIs such as CSAT, quality, productivity, and AHT, coaching team members, reviewing customer escalations, identifying performance gaps, and implementing process improvements. I particularly enjoy helping people improve their performance and finding practical solutions to operational challenges.
I’m currently studying Marketing and Digital Business, which has strengthened my interest in digital operations, customer experience, and business growth. I’m interested in remote opportunities in Operations, Executive Assistance, Customer Support, Team Leadership, and Process Improvement, where I can contribute my organizational, communication, and problem-solving skills while continuing to grow professionally.
