At First Connect Global LLC, I developed customer support and AI voice demonstration workflows for inquiry capture, callback routing, escalation logic, and structured QA testing.
At LTVplus, I managed complex customer escalations and high-volume email and phone queues. I improved customer retention from 82% to 90% in 12 months through email campaigns, follow-up protocols, and escalation management.
At TalentPop, I supported e-commerce customers through Zendesk, Gorgias, and Shopify. I achieved 98.5% CSAT across 120+ daily interactions and ranked #2 among 200+ agents company-wide.
At Influx Incorporated, I created an onboarding program that reduced new-agent ramp time from four weeks to two weeks while maintaining 95% CSAT. At Sutherland Global Services, I handled 500+ weekly tickets across 10+ Shopify direct-to-consumer brands while maintaining 96% CSAT.
