At Tebra Technologies, I handled 20–30 complex technical and account cases a day while maintaining 95% CSAT. I wrote client-specific documentation and worked with engineers to trace API, UI, and data issues, cutting engineering escalations by 35%.
I also built and rolled out a standardized onboarding process with Product, Engineering, and Customer Success. It reduced client time-to-value from four weeks to two.
As a freelance AI Automation Consultant, I connect AI agents to client knowledge sources, SOPs, and CRMs to automate support responses and content workflows. These systems cut team workload by 50–60%, with human review built in to maintain quality.
At Infosys BPM, I moved from direct customer support into team leadership and workforce management. I led and coached eight support specialists, then managed real-time queues and scheduling for 400+ employees, helping maintain a 90% service level and reduce abandonment by 25%.
