Led customer service initiatives at Dwell-company, achieving significant improvements in customer satisfaction and operational performance.

Achieved high-level service performance, improving the NPS from 72% to 88% every month. Hold times were reduced from 5 minutes to 2 minutes per each average call done. Top 10 performer.

Collaborated with key stakeholders to define project objectives, requirements, and success criteria, and provided regular updates on project status and progress. Coordinated resources, including personnel, equipment, and materials, to support project activities and meet project deliverables.

To lead a group of (BPO) CS and sales agents while contributing to the (SLA) of our operation, developing performance metrics, consistently monitoring and evaluating Agent performance, and identifying and addressing performance challenges.

Played as a back-office supervisor, offering expert guidance, training development, agent support, quality control, problem solving, process optimization, and cross-functional collaboration.

Provided in-depth knowledge and expertise on complex issues related to products, services, or specific processes to enhance team capability and customer satisfaction. Designed and delivered training modules and materials to educate new hires and update the team on the latest industry practices and technology advancements.