I am a customer experience and operations leader with more than 10 years of experience building and leading high-performing support teams across ecommerce, retail, telecommunications, and marketplace environments.
I have led omnichannel customer support operations across phone, email, chat, and social media, with a strong focus on improving CSAT, SLA adherence, productivity, and customer retention.
My background includes hands-on experience in ecommerce and DTC operations, where I have worked with Shopify, escalation management, workflow optimization, SOP creation, and quality assurance processes.
I enjoy developing people and building strong teams. I have recruited, coached, onboarded, and mentored support agents and team leaders while creating a culture of accountability, service excellence, and continuous improvement.
I am also highly data-driven and comfortable using reporting and operational analysis to identify bottlenecks, improve processes, and support better decision-making across customer operations.
I work well in fast-paced environments that require empathy, strong communication, cross-functional collaboration, and ownership of customer outcomes. I am open to opportunities where I can lead customer experience, support operations, and service improvement initiatives.
Lead offshore customer support operations across email, chat, and social media channels for US and Canadian ecommerce customers. Manage customer experience operations with a focus on CSAT, quality management, and continuous improvement. Recruit, onboard, coach, and develop support agents, monitor KPIs, manage escalations, and produce operational reporting.
Designed and optimized customer journeys across ecommerce brands and touchpoints. Implemented Voice of Customer programs, partnered with senior stakeholders, conducted data analysis, collaborated with BI teams, and improved customer experience processes through workflow redesign and operational enhancements.
Managed high-volume customer service operations and support teams in an ecommerce environment. Delivered performance against CSAT, SLA, productivity, response time, and service quality targets. Led recruitment, onboarding, coaching, performance management, escalations, and executive reporting.
Managed a team of 17 technical support agents in a high-performance contact centre. Maintained strong quality, efficiency, productivity, and customer satisfaction metrics. Reduced absenteeism, improved engagement, managed escalations, and supported process improvement initiatives.
Managed team productivity, coaching, and service delivery performance in a customer-focused environment. Conducted performance reviews and training interventions to improve productivity and compliance.
Reduced customer complaints and operational costs through data-driven process improvements. Improved escalation handling procedures, service efficiency, and developed agents into leadership positions through coaching and mentorship.
Managed escalations and complex customer complaints in a regulated environment. Oversaw reporting, training, performance management, and compliance with operational procedures and service standards.
Managed team performance, reporting, and legislative process training. Oversaw operational documentation and workflow management.
Provided multi-platform technical support and troubleshooting assistance. Managed incident logging and ensured SLA compliance.
Assisted customers with billing queries, account support, and ADSL setup services.
LLB
In progress.
BCom, Management
Certificate, Business Studies
Grade 12
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