At Foggo Entertainment, I led a remote team of 12 agents handling customer interactions. I raised the QA score from 95% to 98% and improved CSAT from a 77% baseline to a sustained 89%.
I used Zendesk and Google Data Studio to track performance, achieving a 99% Acceptance Rate and reducing First Response Time from 40 seconds to 25 seconds. I also developed and standardized Zendesk shortcuts to streamline agent communication and improve response accuracy.
At Prolific Trade NV, I managed a remote team of 10 moderators in a continuous live chat environment. I monitored player interactions, enforced platform rules, and escalated critical bugs and potential misuse of platform features.
