Coordinated team tasks using Trello and ClickUp, ensuring clear delegation and timely execution of responsibilities. Updated and maintained daily reports to track team and project performance metrics. Led bi-weekly client meetings via Microsoft Teams to discuss updates, challenges, and account performance. Collaborated closely with clients to ensure alignment with project goals and expectations. Performed project management tasks, supporting the planning and execution of ongoing projects. Conducted coaching sessions with team members alongside management to improve performance. Delivered presentations to operations teams, communicating results and key insights.

Managed full-cycle recruiting across 20+ accounts, ensuring timely and efficient candidate placement. Coordinated documentation and onboarding processes for new hires, ensuring compliance and accuracy. Provided clear guidance to representatives on processes, expectations, and workflows using Slack. Maintained and updated reports, tracking progress and performance metrics. Collaborated with team members to ensure effective communication and smooth daily operations.

Analyzed and worked with statistical data to ensure high-quality performance. Delivered training presentations to new hires for each campaign, preparing them to handle customer calls effectively. Attended weekly sessions to align the team on quality standards and report areas of opportunity to management. Assisted agents with coaching to enhance their customer service and quality skills.

Specialized in fraud detection regarding legal documents and vehicle contract structures. Conducted residence and income verification and handled data entry for financial processes. Worked in the Billing Department, resolving inquiries and promoting additional services to enhance customer experience.

Worked in the Billing Department, assisting customers with understanding their bills and resolving any billing-related inquiries. Additionally, promoted and sold additional services to enhance customer experience and provide cost-effective bundle options.