Customer Operations Specialist / Real-Time Analyst

I am a customer operations professional with more than two years of progressive experience in the BPO industry. I have advanced from Customer Service Specialist to Real-Time Analyst and Subject Matter Expert, building strong expertise in customer support, operational coordination, and performance monitoring.

I support multichannel customer service operations and international client communications. I am experienced in CRM documentation, case management, escalated issue handling, and maintaining high accuracy in fast-paced, metrics-driven environments.

In real-time operations, I monitor call flows, agent performance, queue conditions, staffing needs, and operational KPIs. I use data to identify bottlenecks, coordinate with managers, and recommend process improvements that help improve efficiency and service delivery.

As a Subject Matter Expert, I train and mentor newly hired employees on account-specific processes and procedures. I provide hands-on guidance to agents, answer process questions, and help ensure consistent application of team standards.

I am comfortable working U.S. business hours and quickly adapting to new systems and platforms. I am seeking a full-time remote opportunity in customer support, real-time or workforce operations, and coordination roles.