At Ngage Live Chat, I administer sales tools and build Salesforce reports, dashboards, and Google Sheets reporting tools for pipeline, commissions, and executive KPIs. I redesigned recurring reporting workflows, reducing daily and monthly maintenance by approximately 50% while improving data correctness and consistency.
I also prepare commission reports with Sales leadership and work with Sales and Marketing to improve CRM data quality. I develop SOPs and training documentation and support sales representatives and managers across Salesforce and integrated platforms.
As a Senior Operations Support Specialist at Ngage Live Chat, I managed client implementations and support engagements, and improved chatbot delivery capacity by 500% over three years through process redesign and workflow automation. Analytics-driven testing and messaging changes improved customer chat conversion rates by up to 10%.
Earlier, I coded and implemented live chat messaging tools for client sites using HTML and CSS. I also worked as a Shift Supervisor at Starbucks, where I managed store operations and trained new hires and future shift supervisors.
