I am a customer-focused professional with a background in IT and web development, bringing over two years of experience in customer service, quality assurance, and team support in fast-paced international environments.
I have developed a strong track record in performance analysis, process improvement, and delivering data-driven insights through QA activities, reporting, and coaching. I am comfortable working with KPIs, service journey mapping, and structured improvement methods such as DMAIC.
My experience includes customer-facing and sales roles, where I strengthened my communication, presentation, and relationship-building skills. I have worked across retail, teaching assistance, and support operations, which helped me adapt quickly to different audiences and business needs.
In my recent roles, I have handled QA evaluations, coaching sessions, performance reporting, and calibration work. I have also supported temporary team leadership responsibilities, including team updates, client reporting, and action planning for performance issues.
I am highly familiar with CRM, QA, and productivity tools such as Salesforce, Zendesk, Microsoft Dynamics, Playvox, EvaluAgent, Scorebuddy, JIRA, Excel, and Power BI. I use these tools to improve efficiency, maintain accuracy, and support operational goals.
I also bring a practical mindset to process documentation and workflow improvement. I enjoy identifying gaps, creating clear guidance, and helping teams work more effectively while maintaining quality and compliance standards.
Monitor overall account performance, ensure KPIs meet targets and operations comply with COPC standards, develop service journey maps, track QA coaching timeframes, present monthly performance updates, prepare weekly reports, propose improvement initiatives, handle agent queries and disputes, perform monthly spot checks, and host calibration sessions.
Performed weekly QA deliverables, developed action plans, conducted shadowing sessions, created coaching forms, flagged process issues, created team updates, assisted with guides and documentation, served as temporary Team Leader, prepared weekly reports, presented client updates, conducted 1:1 coaching, supported MTTs, and reported GDPR breaches.
Handled player support cases via email, maintained process compliance, developed a custom macro pack to improve AHT efficiency, maintained documentation accuracy, and consistently met or exceeded AHT, QA, and CSAT targets.
Assisted customers in selecting high-end Swiss watches, maintained client relationships, managed stock levels, ensured inventory tracking, and exceeded monthly sales targets.
Prepared learning materials, supported lesson delivery, assisted students with assignments, tracked progress, provided performance reports, and engaged students in interactive learning activities.
Bachelor of Information Technology (Minor in Web Programming)
Ontario Secondary School Diploma
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