Admin Support/Customer Service

I also have experience in customer service within an escalation department. In this capacity, we handle calls, emails, and chat support for an airline account, assisting passengers with booking, cancellations, inquiries, mileage concerns, and any other airline-related issues they may encounter.

As a supervisor, I am also involved in administrative tasks alongside my supervisory responsibilities. This includes creating daily action plans, handling administrative duties such as replying to emails and sending daily attendance reports, conducting time adjustments, providing a minimum of six coaching audits per day, managing attendance and staffing, coaching and monitoring agents, running and sending hourly performance reports, conducting weekly business reviews, participating in client calibration sessions, and taking over managerial or escalation calls when needed.

As a Team Leader for almost 4 years, my role involves managing a team, monitoring performance, providing coaching and training, resolving issues, generating reports, facilitating communication, and fostering motivation and engagement among team members.