At Kuku FM, I lead quality monitoring and performance initiatives for a customer support team of 25+ associates. I audit customer interactions, track service KPIs, and share reports and dashboards for leadership review.
I designed and deployed a QA Audit Management Bot using Google Apps Script and Slack. It processes 1,000+ audits per month, reduced manual effort by approximately 98%, and saved 1,000+ operational hours.
I also developed a Slack-based Knowledge Base Assistant for instant SOP retrieval and built an automated Process Knowledge Test platform. My work includes knowledge base management, SOP creation, and policy updates.
Before Kuku FM, I managed accounts receivable operations and payment follow-ups at R1 RCM, then provided technical support through chat and email at Amazon Development Center.
