At VXI, I managed daily operations and team performance for a US telecommunications account. I analyzed KPIs and performance trends to identify gaps and establish focused action plans.
I coached representatives through sessions and call reviews, and handled complex billing, account, service, and product escalations. I also supported new-hire development and adherence to client and company standards.
I coordinated with clients on operational concerns and performance updates, and prepared reports and business updates for management and clients. I partnered with Quality, Training, and Operations teams on process changes and performance initiatives.
Earlier at VXI, I served as a Subject Matter Expert and Account Associate I for the same account. At GenZero, I managed inquiries, schedules, documentation, follow-ups, and daily administrative tasks.
