Conducted 80+ quality audits per month while analyzing operational performance, identifying improvement opportunities, and providing recommendations to support business objectives. Performed comprehensive Root Cause Analyses (RCAs) using audit results, monthly quality reports, and 3-month historical performance trends to identify quality gaps, uncover underlying causes, and support data-driven decision-making. Designed and implemented SMART action plans based on audit findings, delivered coaching sessions using the GROW model to performance outliers, and maintained an 80% acknowledgment rate through consistent performance tracking and follow-up. Created and standardized SOPs, streamlined internal workflows, and led process improvement initiatives that increased Case Management and Documentation KPIs from 42% to 70% within three months.

Managed an average of 3 new cases per day and maintained a backlog of approximately 12 active cases, providing support via phone, chat, and email while ensuring accurate documentation and timely follow-up through the DfM CRM platform. Supported executive-level customers, Heads of IT, and Critical Situation Management (CritSit) cases, coordinating with multiple internal stakeholders to ensure timely communication, issue resolution, and a positive customer experience. Consistently met Service Level Agreements (SLAs) by delivering initial responses within an average of 1 hour and resolving cases within an average standard of 15 days, with no missed or expired interactions. Utilized CRM systems, Knowledge Bases, and Standard Operating Procedures (SOPs) to troubleshoot issues, maintain compliance with company policies, and consistently achieve 5-star customer satisfaction ratings.

Provided customer support via phone, live chat, and back-office channels, spending approximately 50% of each workday in live interactions while managing cases across two CRM systems with high accuracy and customer satisfaction. Investigated customer transactions and account activity, managing an average of 4 concurrent back-office cases while ensuring compliance with company policies, timely case resolution, and accurate documentation. Conducted KYC verification and customer interviews to support AML compliance, identifying fraud trends, suspicious activity, and emerging risk patterns through detailed investigations and analysis. Maintained accurate customer records, transaction histories, and investigation outcomes across multiple platforms while managing high-volume workloads, shifting priorities, and delivering strong communication, problem-solving, and attention to detail.

Delivered onboarding, role-specific, and upskilling training through a structured 5-week program, consistently achieving an 85% average QA passing score while emphasizing case management, documentation accuracy, and process compliance. Designed and developed training and refresher materials based on Root Cause Analysis (RCA), operational trends, and business needs, implementing 30-60-90 performance improvement plans, GROW coaching, and corrective actions that improved case management and documentation KPIs by 20%. Facilitated targeted 1–2 hour coaching sessions using performance data and RCA findings to address knowledge gaps, reinforce learning, and sustain operational KPIs and quality standards. Coordinated trainee attendance, payroll administration, reporting, documentation, and cross-functional communication with Operations and HR while supporting workforce planning and onboarding initiatives.

Provided phone and email support through a CRM, consistently meeting SLAs with an average 1-hour response time while maintaining accurate case documentation and customer records. Managed an average backlog of 20 cases (up to 60+ during peak season), resolving 80% within a 20-day timeframe and handling escalated requests from Heads of IT. Verified device warranties and coordinated replacement orders with shipping carriers and service centers, ensuring timely delivery and effective stakeholder communication. Delivered technical support and troubleshooting, including Bare Metal Recoveries (BMRs), driver installations and updates, issue resolution, and escalations in accordance with established SOPs.

Managed accurate data entry of commercial invoices in QuickBooks, maintaining financial records and supporting the reconciliation of income, expenses, and account balances with a high level of accuracy. Received and verified physical merchandise against supplier invoices, monitored incoming inventory, and maintained detailed inventory records to prevent discrepancies and support operational efficiency. Assisted with payroll administration by preparing semi-final employee payment calculations, ensuring the accurate inclusion of vacations, subsidies, deductions, employee purchases, and other payroll adjustments. Coordinated administrative documentation, payroll support, financial records, and inventory tracking while ensuring accuracy and timely reporting.