Head QC, Project Coordinator, CSR & Web Hosting Specialist

As a Project Coordinator with over three years of experience managing graveyard shift projects across multiple sites, I have successfully led complex initiatives with minimal supervision. From inception to completion, I was responsible for receiving client instructions, addressing concerns, leading team meetings, delegating responsibilities, and executing action plans to overcome challenges. My role also included coaching and motivating team members, handling administrative tasks, fostering collaboration, and enforcing policies to ensure project success. I am proficient in various tools, including Google Workspace, Mainframe Operations and Control Application (MOCA), Skype, Microsoft Outlook, Thunderbird, and a custom-built CRM.

With over 7 years of experience as a Customer Support Specialist at Ttec, I have built a reputation for excellence in active listening, problem-solving, and customer relationship management. I initially took on this role to enhance my listening skills, and through dedication, I have become adept at transforming challenging interactions into positive, loyal customer relationships. My expertise includes assisting customers across various channels, providing accurate product information, addressing inquiries, and effectively resolving issues. Committed to continuous learning and maintaining high service quality, I bring both skill and passion to delivering outstanding customer support. I am proficient in various tools, including Google Workspace, Salesforce, Five9, Amazon Connect, Kronos, Forward, Dispatch (THQ), Stripe, Payfare Support Portal, Microsoft Outlook, Slack, Zoom, and others. Additionally, I have experience working graveyard shifts for one to two years before my resignation.

I ensured a seamless freight billing process by overseeing all aspects of quality control, including training and guiding our data entry processors. I maintained quality standards by attending client webinars to receive updates on billing instructions, implementing changes in our database, and delegating tasks to the team based on the latest updates. I collaborated with the quality controller to monitor specific bills, ensuring all data entry clerks consistently applied the most recent instructions. To address frequent updates and manage a high volume of bills, I conducted weekly 30-minute refresher sessions, providing feedback and gathering team insights for continuous improvement. This proactive approach enabled our team to consistently achieve the highest client accuracy ratings among four competing teams for over four years. My emphasis on accuracy and thorough daily reviews of quality reports contributed to sustained positive feedback from clients during my tenure as team leader. I am proficient in various tools, including Google Workspace, Mainframe Operations and Control Application.