At Mplus Group, I coordinate daily support operations and mentor new Customer Support Specialists to help them meet performance goals. I also handle complex customer inquiries and critical escalations.
I identified workflow bottlenecks and introduced process improvements that reduced Average Handling Time by approximately 20%. Through targeted agent coaching and routine quality audits, I improved team CSAT and First-Contact Resolution scores.
I created knowledge base articles, SOPs, and onboarding materials, and worked with Operations, Logistics, and Product teams to resolve recurring customer issues. Earlier, at Princess Cruises, I provided guest services and resolved grievances in English and German.
