At Designveloper, I provided fast, accurate, empathetic email support and investigated customer issues, escalating them to Accounting, Developers, or PM when needed.
I built and improved knowledge base articles and macros, tracked weekly support metrics, and reported root causes and customer feedback to the client.
At Sharework, I led the customer service team, monitored KPIs, and worked with the management team to identify opportunities to improve internal processes. I also coached agents and prepared daily and weekly reports.
At Transcosmos and Concentrix, I worked on quality assurance, coaching, and training. I conducted root cause analysis, created improvement plans, audited agent performance, and trained new hires on company products and services.
