Request renovation / construction estimates. Schedule appointments. Reschedule appointments. Ask questions about services. Follow up on projects. Residential glass. Ensure high-quality service for U.S. clients.

Delivered exceptional customer service, handling billing, payments, and insurance inquiries. Resolved client complaints and ensured accurate and reliable information delivery. Contributed to improving customer satisfaction scores through problem-solving and empathy. Monitor daily operations and provide real-time support. Track and improve key metrics including attendance, adherence, quality, retention, and average handle time (AHT). Implement performance action plans to drive productivity and service excellence. Ensure high-quality service for U.S. clients.

Supervised and coached a team of 16 call center agents to consistently achieve KPIs. Drove performance in retention, attendance, adherence, quality, and average handle time (AHT). Managed daily operations, scheduling, and attendance. Improved customer satisfaction and operational efficiency through structured coaching and action plans. Handled escalations and resolved complex customer issues. Motivated the team through feedback, recognition, and continuous development plans.

Managed daily operations supporting healthcare clients while ensuring high customer satisfaction and service quality. Led coaching sessions and quality assurance initiatives that improved agent performance and customer experience. Collaborated with cross-functional teams to resolve escalated customer issues and improve operational processes. Monitored KPIs, service levels, productivity, and customer satisfaction metrics. Acted as the primary point of contact for internal stakeholders regarding operational escalations. Identified process improvements that increased efficiency and reduced customer wait times. Supported onboarding and training of new employees. Coordinated multiple teams to deliver projects on schedule.