Provide responsive and solution-oriented support via chat, email, and phone to resolve user issues and improve their overall experience with MyTime (SaaS). Collaborate with Product and Support teams to escalate bugs, share customer feedback, and contribute to the continuous enhancement of MyTime’s features. Support and train MyTime users on the platform's products, ensuring they can effectively utilize features such as scheduling, point of sale, and automated marketing. Increase customer engagement with MyTime products by providing guidance and support that encourages the adoption of additional features. Ranked #1 in Team Performance by maintaining a 95% CSAT and a 95% Quality Assurance (QA) rating, consistently delivering elite-level support.

Proven ability to lead a team of 16–20 customer service representatives, implementing coaching strategies and real-time feedback loops that contributed to maintaining an average QA score of 87% across all channels. Successfully resolved escalated and complex customer issues related to hotel, airline, and car rental bookings, while empowering team members to handle similar cases with confidence and efficiency. Designed and enforced performance routines that prioritized customer-centric communication, resulting in a consistent Customer Satisfaction (CSAT) score of 80%, even during peak service periods. Introduced streamlined workflows and time-management techniques that helped agents handle complex travel inquiries efficiently, supporting the team in maintaining an Average Handling Time (AHT) of 500 seconds. Monitored attendance, adherence reports, and shift optimization daily, achieving a 95% schedule adherence rate while ensuring full coverage of service hours and minimizing idle time. Collected and analyzed performance and customer data to make data-driven decisions that aligned with both client expectations and internal business goals.

Reduced workplace accidents by 7% and incidents by 4% through the implementation and monitoring of safety protocols, risk assessments, and regulatory compliance to maintain a safe working environment in the food industry. Designed and facilitated training programs on safety procedures, emergency response, and proper use of personal protective equipment (PPE) to strengthen the company's safety culture. Analyzed workplace accidents and unsafe conditions, identified root causes, and implemented corrective actions to minimize risks and improve operational safety. Conducted plant inspections to identify hazards and assess compliance with safety regulations. Supervised PPE inventory, distribution, and maintenance to ensure adequate protection for employees. Trained employees on industrial safety, internal regulations, and best practices to ensure efficient and safe integration into the workplace. Prepared weekly biosecurity reports and evaluated working conditions for strategic decision-making. Inspected and reviewed contractor equipment to verify compliance with safety standards and applicable regulations.

Handle group bookings, individual reservations, and special requests with attention to detail, ensuring an exceptional guest experience and optimizing room occupancy achieving a conversion rate of 51%. Analyze market trends, competitor offerings, and guest feedback to develop and implement effective sales strategies, promotional offers, and packages that attract and retain guests.

Serve as the primary point of contact for customers, providing detailed product/service information, responding to inquiries, and resolving issues with accuracy and efficiency to ensure high customer satisfaction through email. Manage over 10-15 incoming emails per hour, maintain a positive and professional demeanor, and utilize strong communication skills to build trust and foster sustainable customer relationships. Handle customer complaints, maintain records of interactions, and coordinate with the team to streamline service operations and enhance the overall customer experience.

Craft and regularly update comprehensive digital and print training materials—including videos and manuals—to support the learning process of customer service teams, delivering onboarding and upskilling to over 16 trainees per class, contributing to a team QA average of 86%. Lead dynamic, classroom-style role-playing activities focused on enhancing interpersonal skills such as negotiation, teamwork, and conflict resolution, supporting team engagement and maintaining a low attrition rate of 5%. Evaluate the effectiveness of training programs by identifying skill gaps, organizing regular sessions, and coordinating mentorship initiatives, fostering continuous professional growth and helping achieve a Customer Satisfaction (CSAT) score of 90% across support channels.

Delivered exceptional customer service by actively listening to concerns and providing clear, professional solutions, contributing to a consistent Quality Assurance score of 92%. Efficiently managed inbound customer inquiries via phone and email, resolving issues related to account activation, billing, service plans, and technical troubleshooting while maintaining a schedule adherence rate of 98%. Provided prompt and accurate assistance through chat support platforms, helping drive a Customer Satisfaction (CSAT) score of 90% through timely and empathetic responses. Supported customers with detailed product knowledge and effective technical troubleshooting, consistently meeting service standards and first-contact resolution goals. Maintained a professional and empathetic tone in every interaction, balancing customer satisfaction with company policy and performance expectations.