Customer Operations, Sales and Support Specialist

Managed more than 80 daily omnichannel customer interactions across VoIP, live chat, and email ticketing for the Vodafone UK campaign. Used Zendesk and Salesforce CRM while maintaining over 98% SLA compliance and coordinating with distributed operations teams through Microsoft Teams and Outlook.

Resolved more than 30 complex billing disputes and technical account queries each week through active listening and systematic troubleshooting. Maintained a 92% first-contact resolution rate and 95% CSAT score while applying targeted upselling and retention strategies that exceeded quarterly performance targets.

Completed more than 100 outbound sales calls daily for the AT&T USA campaign, following operational schedules, call-queue priorities, and sales processes in a fast-paced telecommunications environment.

Exceeded monthly conversion quotas and revenue targets by 15–20% through tailored pitches for service upgrades, device add-ons, and acquisition packages. Performed workstation management and technical troubleshooting to maintain over 99% system uptime across telephony and CRM platforms.

Coached and led a team of 12–15 contact-centre agents supporting TalkTalk UK and Spirit Airlines USA campaigns. Managed daily operations, delivered line coaching, and conducted quality assurance reviews to support agent performance and workflow consistency.

Served as the primary escalation point for high-priority aviation and telecommunications customer complaints. Used formal de-escalation techniques to achieve a resolution rate above 90% on initial contact while monitoring KPIs, queue metrics, SLA compliance, and target achievement.

Administrative Assistant Certificate.

Career Essentials in Administrative Assistance certification.

Professional development in administrative foundations and project resource management.

Training in professional business etiquette for phone, email, and text communication.

Virtual Assistant Training Certificate.

Completed National Senior Certificate, Grade 12.