Maybelline User

Supervise and manage up to 30 agents per shift across inbound call operations, ensuring optimal schedule adherence and real-time performance monitoring. Monitor project start and end times, assign break groups, and conduct roll calls to maintain attendance accuracy.

Managed high-volume customer support operations, resolving an average of 100+ daily tickets across Intercom and Linear while maintaining high service quality standards. Diagnosed and resolved technical and transactional issues related to digital financial products.

Managed daily multichannel customer interactions across calls, emails, live chat, and social platforms, handling an average of 100+ enquiries per day. Reduced high-priority case turnaround time by up to 70% through structured follow-up coordination.

Led customer retention initiatives that increased customer loyalty and repeat engagement by 12% through targeted engagement campaigns. Managed and motivated a high-performing service team to achieve defined performance targets and customer success KPIs.

Delivered high-conversion outbound sales campaigns that increased call-to-sale conversion rates by 10–12%. Managed cold calling operations, complaint handling, and customer follow-ups while maintaining detailed call performance records.

Completed a Higher National Diploma in Business Administration.