Oct 2024 – Jun 2025: Assurant (via BPO): Escalations Team Lead (Remote)
- Directed resolution of complex escalations, maintaining 90%+ CSAT
- Led a team of 10+, improving QA scores by 10% through coaching and adherence to compliance
- Partnered cross-functionally with Product & Ops to remove friction, enhancing retention
- Monitored team performance and implemented process improvements to drive efficiency
- Provided mentorship and support to ensure consistent service quality across escalations

Jul 2024 – Sep 2024: Assurant (via BPO): Subject Matter Expert (SME) (Remote)
- Delivered enablement and training sessions, increasing claims accuracy and SOP compliance
- Reduced AHT to 8 minutes without compromising empathy or service quality
- Translated customer insights into actionable product and process improvements
- Supported peer development through coaching and knowledge sharing
- Assisted in refining workflows to optimize team productivity and service outcomes

Jun 2024 – Jul 2024: Assurant (via BPO): Customer Support Specialist (Remote)
- Guided customers on protection plans, achieving 92% QA and 90% CSAT
- Boosted FCR by identifying and resolving recurring pain points
- Maintained accurate records in CRM and ensured timely follow-ups
- Supported team initiatives to improve workflow efficiency
- Collaborated with cross-functional teams to enhance customer experience

Nov 2022 – Jun 2024: Metro (T-Mobile, via BPO): Customer Support Representative (Remote)
- Resolved billing, activation, and network issues with 85%+ FCR and 90%+ CSAT
- Increased revenue with 20%+ STR via consultative upselling
- Developed onboarding and self-service resources, reducing repeat inquiries by 25%
- Mentored peers, improving overall team performance by 12%
- Supported knowledge sharing and process improvements across the team

Oct 2019 – Mar 2022: Additional Customer-Facing Roles (Hospitality, Retail, Real Estate)
- Built foundational skills in relationship management, upselling, and CRM use
- Delivered high-quality customer engagement across diverse service environments
- Assisted in resolving client issues and ensuring satisfaction
- Supported team initiatives and operational tasks as needed
- Developed communication and problem-solving skills in fast-paced settings