Led and supervised a team of customer service agents, monitoring performance and ensuring compliance with company standards. Provided coaching and feedback to improve productivity and quality. Managed escalations and implemented strategies to enhance team efficiency and customer experience. Delivered real-time support to customers through chat platforms, ensuring accurate and timely responses. Handled inquiries, resolved issues efficiently, and maintained high customer satisfaction scores. Demonstrated strong communication skills and attention to detail in a fast-paced environment.

Supervisor at InTouch CX

September 1, 2024 - February 1, 2025

Led and supervised a team of customer service agents, ensuring timely resolution and adherence to service level agreements. Maintained clear documentation and demonstrated strong written and verbal communication skills. Managed multiple cases concurrently, ensuring timely resolution and adherence to service level agreements.

Supervisor at InTouch CX

March 1, 2025 - August 1, 2025

Continued supervision of customer service activities with focus on quality and efficiency during the 2025 period.

Content Moderator at Teleperformance

August 1, 2025 - Present

Review and monitor user-generated content to ensure compliance with platform policies and community guidelines. Identify and address inappropriate or harmful content, maintaining a safe and positive online environment. Apply critical thinking and decision-making skills under strict deadlines.