Sustained QA 95%+ and Salesforce Case Handling Score 93.5% across four consecutive months, exceeding all performance benchmarks. Handled 120+ inbound interactions daily under 210s AHT; addressed 5,800+ inquiries between May–August. Resolved complex billing disputes, payment declines, and platform issues end-to-end via Salesforce including high-complexity escalated cases. Selected for a 6-agent pilot team to launch a new line of business, requiring rapid onboarding under tight timelines. Served as weekend escalation support; used Amazon Connect and AWS-based tools to monitor agent activity, build real-time filters, and flag system issues. Oversaw sensitive account and payment data for major U.S. and Canadian utility clients under strict confidentiality standards.

Performed fire, water, and biohazard restoration services including structural drying, controlled demolition, mold containment, and asbestos handling. Conducted on-site damage assessments to determine scope and applied procedures in full compliance with safety standards.

Handled 5 concurrent live chats averaging 10–15 settled cases/hour with SLA response times under 30 seconds. Resolved account lockouts, authentication failures, and security breaches; flagged identity theft and unauthorized access in real time. Identified and resolved compliance-related account restrictions, applying internal bypass procedures to unblock affected accounts within authorized protocols. Maintained 92% CSAT while managing constant high-volume queues with 5–15 min resolution windows.

Recovered up to $90,000/month in delinquent accounts, ranking Top 10 in performance across multiple months. Directed ~150 outbound contacts/day with 96% schedule adherence, negotiating structured payment arrangements. Employed negotiation tools including partial payments, extensions, and active listening to bring accounts current while preserving relationships.

Supervised 20+ agents; conducted structured 1:1 coaching using live call reviews to analyze performance, identify gaps, and develop strategies. Monitored team KPIs including QA 92%+, FCR 80%+, CSAT 90%+, and Schedule Adherence 85–90%. Coordinated schedule swaps and time-off requests with Workforce Management to maintain coverage and continuity. Identified agents at attrition risk through pattern analysis and intervened proactively to improve retention.

Achieved 95% FCR (vs. 80–85% benchmark) and maintained CSAT above 87%, ranking top 15% of agents. Reduced Average Handle Time 10% through structured troubleshooting, staying within the 5-min target. Maintained SLA compliance 90%+, answering within 20s and keeping abandonment rate under 3%.