Customer Success | Customer Service | Operations | Technical Support | Sales | Team Leadership

Managed 60–80 customer interactions daily, resolving complex banking, fraud, and account-related inquiries while consistently meeting productivity, compliance, and quality standards.

Maintained a 96% Customer Satisfaction (CSAT) score and 99–100% Quality Assurance (QA) rating through accurate, empathetic, and compliant support.

Served as a Point of Contact (POC) for the team, providing real-time guidance, coaching, and quality feedback to improve performance and help maintain 99–100% QA scores.

Conducted coaching sessions and shared best practices to reduce errors, strengthen compliance, and maintain a low 1–4% escalation rate.

Achieved Inbox Zero by prioritizing customer emails, ensuring timely follow-ups and efficient case management.

Maintained accurate documentation across multiple banking systems while safeguarding sensitive financial information and ensuring regulatory compliance.

Collaborated with cross-functional teams to resolve escalated cases, improve workflows, and enhance the overall customer experience.

Recognized as Wells Fargo Top Banker 2023 and received multiple Circle of Excellence Awards for outstanding performance, quality, and customer service.

Awarded Top Performing Team (2020) for delivering exceptional customer satisfaction and revenue results.

Led and coached a team of 16 Customer Service Representatives, driving performance through structured coaching, action plans, and performance management to achieve departmental KPIs.

Served as Point of Contact (POC) for a support cluster overseeing four teams, ensuring operational alignment, resolving critical issues, and supporting consistent service delivery.

Acted as the cluster's Senior Operations Manager for Oakland and New York accounts during leadership coverage, overseeing workforce operations, maintaining service level targets, and reducing absenteeism to 3–6% through proactive attendance management and team engagement.

Analyzed KPIs, prepared performance reports, and implemented improvement strategies that maintained a 94% Team CSAT and 97–100% Quality Assurance (QA) scores.

Managed daily operations, schedules, and workload distribution for teams handling more than 1,280 customer calls daily while ensuring productivity and service excellence.

Introduced coaching initiatives that increased monthly sales revenue by 50–60% while improving employee performance and customer satisfaction.

Collaborated with cross-functional teams to resolve escalations, optimize processes, and develop high-performing teams that consistently exceeded service, quality, and sales objectives.

Resolved 40–50 customer calls daily involving hardware, software, internet, and connectivity issues while maintaining 83–92% CSAT/NPS scores.

Achieved and maintained Inbox Zero by triaging customer emails and support tickets daily, ensuring timely follow-ups and 100% ticket closure.

Coordinated technician dispatches and service appointments, achieving an 87–95% successful dispatch and issue resolution rate through accurate scheduling and case management.

Documented troubleshooting steps, customer interactions, and case resolutions across multiple systems, improving knowledge sharing and ensuring seamless escalations.

Collaborated with cross-functional support teams to escalate complex technical issues, reducing resolution delays and improving the overall customer experience.

Guided customers through step-by-step troubleshooting, increasing first-contact resolution and delivering a consistent, high-quality support experience.

Coordinated project documentation, schedules, and administrative activities for 36 successful architectural projects, including 328 residential villas, contributing to projects valued at over SAR 10.8 million.

Prepared proposals, contracts, reports, presentations, and project documentation, maintaining accurate records and version control to support on-time project delivery.

Collaborated with clients, contractors, suppliers, and internal teams to coordinate project updates, track deliverables, and resolve administrative issues, ensuring smooth project execution.

Assisted project managers with planning, meeting coordination, and progress tracking across multiple construction projects, helping maintain project timelines and operational efficiency.

Developed marketing materials, company presentations, and client documentation using Microsoft Office, Canva, and Adobe Photoshop, ensuring consistent branding and professional client communications.

Coordinated administrative and marketing support for the sales team, contributing to the successful closing of 10–15 real estate units per month, representing approximately ₱90M–₱100M in monthly property sales.

Prepared property listings, presentations, marketing materials, and client documentation, enabling the sales team to deliver professional, client-ready proposals and presentations.

Maintained organized digital records, contracts, and project files, ensuring 100% accurate documentation and efficient retrieval of business information.

Coordinated with clients, brokers, suppliers, and internal stakeholders to schedule appointments, track follow-ups, and support the timely progression of property transactions.

Produced reports, managed data entry, and provided administrative support to the sales and marketing team, helping streamline daily operations while maintaining confidentiality and attention to detail.

Bachelor of Science in Computer Science. Graduated in 2010 with credentials and special awards, including Graphic Artist of the Year and Outstanding Animator of the Year.