Customer Support Manager - Avantlights LLC - Remote
(2024-09 - 2026-04)
- Led and mentored a high-performing support team, ensuring all customer inquiries via email and chat were handled with professional excellence and met established Service Level Agreements (SLAs).
- Developed and implemented standardized communication protocols to maintain a consistent brand voice and ensure high-quality interactions across the department.
- Prioritized and delegated complex workflows in a fast-paced environment, balancing team capacity to maintain optimal response times and customer satisfaction scores (CSAT).
- Conducted rigorous ticket audits based on internal Quality Assurance (QA) guidelines to evaluate accuracy, empathy, and adherence to company policy.
- Identified recurring service bottlenecks and localized trends, collaborating with Product and Operations teams to implement long-term structural solutions.
- Facilitated regular feedback sessions and training workshops for staff based on QA findings to drive continuous improvement in resolution quality.
- Optimized the use of support platforms (Zendesk, Shopify) by implementing automated workflows, macros, and tagging systems to streamline ticket management.
- Served as the primary escalation point for high-priority or sensitive cases, negotiating solutions that balanced customer needs with business objectives.
- Maintained data integrity by overseeing the documentation of customer interactions, utilizing CRM analytics to report on team performance and issue resolution rates to executive leadership.
Team Leader - Cognizant Technology Solutions, Inc.
(2018-07 - 2023-11)
- Supervised and managed team members, monitoring performance metrics and providing constructive feedback to foster team development.
- Ensured adherence to quality protocols and compliance with industry standards through regular audits and training focused on environment testing.
- Implemented quality assurance processes and monitored compliance with policies and regulations, driving a culture of quality.
- Gathered and analysed performance reports, identifying trends and areas for improvement.
- Presented performance results to clients during business review meetings, effectively communicating team achievements and areas for growth.
- Planned and managed shift schedules, optimizing resource allocation to meet project demands.
- Identified and implemented process improvements, leading to enhanced efficiency and quality of service.
Quality Assurance Specialist - Cognizant Technology Solutions, Inc.
(2017-07 - 2018-07)
- Contributed to the design of call monitoring formats and quality standards, ensuring alignment with organizational goals.
- Reviewed call recordings to provide actionable insights to CSRs, enhancing customer service quality.
- Facilitated call calibration sessions with team members and management to align quality expectations.
- Compiled and delivered daily, weekly, and monthly quality reports, providing stakeholders with insights into performance metrics.
- Ensured timely and accurate resolution of member complaints, adhering to established CMS guidelines.
- Conducted root cause analysis on quality issues, implementing corrective actions to prevent recurrence.
Inbound Sales Representative II | Quality Assurance Specialist - Telstra powered by Teletech
(2015-11 - 2016-11)
- Handled inbound calls, emails, or messages from potential customers interested in products or services. Identified customer needs and applied sales techniques to close sales.
- Explained complex telecom products, features, pricing, and service options (e.g., internet packages, phone plans) to guide customer decisions.
- Maximized the value of each interaction by offering additional services, faster internet, or upgraded devices to existing or new customers.
- Addressed customer inquiries, resolved service complaints, and provided information to build rapport and trust.
- Managed account setup, placed orders, scheduled installations, and processed payments or contracts.
- Worked towards specific sales quotas (weekly, monthly, or quarterly).
- Conducted call monitoring to assess ISR adherence to quality standards and guidelines, providing constructive feedback.
- Delivered coaching sessions to ISRs and facilitated calibration sessions with Operations and Training teams.
- Generated detailed quality reports on a daily, weekly, and monthly basis, offering insights into team performance.
- Coordinated with team leads to discuss and clarify errors and quality issues, providing guidance for improvement.
