Open to opportunities

Fino User

@tflorentinos

Operations Manager and administrative support professional experienced in communication management, CRM documentation, and operational coordination.

Czechia

Message

What I'm looking for

I seek full-time roles focusing on customer experience or operations where I can improve service quality, resolve guest issues, and collaborate to scale reliable, customer-centered processes.

Operations Manager with experience handling high-volume communication, maintaining CRM accuracy, and supporting smooth day-to-day operations. Promoted into the role after demonstrating strong ownership, reliability, and clear communication.

Background in quality assurance and customer support, including reviewing interactions, identifying process gaps, and improving service workflows. Strong organisational skills with a structured approach to remote administrative and operations support.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Support

Current

SBS

Apr 2022 - Present (3 years 11 months)

Handled high volumes of customer communication in a fast-paced environment, resolving guest and client concerns calmly and ensuring consistent high service standards; promoted to Operations Manager in April 2023.

Customer Service Objection Handling Operations Coordination CRM Quality Assurance

Quality Assurance Specialist

InfoSys BPM

Feb 2020 - Mar 2022 (2 years 1 month)

Reviewed customer interactions to ensure clarity and accuracy, identified recurring communication and process gaps, and provided structured feedback to improve cross-team outputs and guest experience.

Quality Assurance Process Improvement CRM Customer Experience

Customer Service Representative

AT&T

Jan 2018 - Jan 2020 (2 years)

Assisted customers with account, billing, and service inquiries in a high-volume call environment, documented interactions accurately, and resolved issues professionally in line with company procedures.

Customer Support Billing Support Documentation CRM