I am a dedicated, dependable, and hardworking professional with strong communication, problem-solving, and teamwork skills. I am committed to delivering quality work, meeting deadlines, and continuously learning to improve my abilities. I want to be known as a reliable employee who takes initiative, maintains a positive attitude, and consistently contributes to the success of the team and organization.

I've been in the customer service industry for over 10 years working primarily with E-commerce clients both on-site and remotely.Over the years, I’ve gained extensive experience in customer support, sales,retention and upselling,quality assurance and leadership roles. I started my career as a customer service representative handling phone calls, emails and chats.I’ve worked with multiple helpdesk and CRM platforms, including Gladly, Gorgias, Zoho, Zendesk, and Salesforce, making me highly adaptable.My experience has helped me develop a strong analytical mindset, attention to detail, and a passion for delivering excellent customer service.

* Quality Assurance and CSAT Analysis // QA Hybrid (Phones, Emails, Chats)

- 2 years as a QA for a Financial Technology acct; handling a team of 11-16 Phone/Email agents

- CSAT / DSAT evaluations




* Data Reporting & Performance Analytics // Stakeholder Communication

- QA and CSAT Data exporting, cleanup, analysis, and reporting to clients in a Weekly Business Review



* Team Leadership & Coaching // KPI Management and Agent Performance Monitoring

- Managed a team ranging from 15 to 35 agents for a Financial Account; coached each member and drove excellent performance, resulting in exemplary promotions



* Training Delivery & Facilitation // Onboarding/Offboarding

- Delivered successful product, language, and technical training to 11 waves of classes, and facilitated excellent hand-offs after graduation (while being a supervisor)



* Customer Care & Success Experience (Finance, FinTech, Recipe Box/Meal Kit, Tutorial Services, Telco, Sales and Services, Lead Generation)



* GSuite, Microsoft, CRMs, QMS analytics

* Proven ability to work independently and collaboratively

Meticulous data driven with 7 years experience in quality assurance overseeing 18 personnel dedicated in fostering team productivity, ensuring regulatory compliance and upholding high manufacturing standards.

Motivated and service-driven professional. Proven leadership as a Front Office Team Leader, with a track record of enhancing guest satisfaction, managing teams, and maintaining operational excellence. Dynamic Data Entry Professional bringing a year of experience gathering and digitizing information. Possesses exceptional organizational and time-management skills.Adept at maintaining strict data confidentiality and collaborating with cross-functional teams to streamline workflows. Equipped with certifications in Events Management. Adept at multitasking, communication, and customer care.

Hi, I'm Justine — an Operations and Project Coordinator with 8 years of progressive experience supporting business operations, systems implementations, and process documentation for distributed teams.Over 8 years with one company, I advanced through five roles — from account operations to executive support to leading a remote team of 15+ by coaching their Team Leaders directly. Most recently, I worked independently as an Implementation & Special Projects Coordinator, managing ERP configurations, system testing (UAT), and process rollouts end-to-end with minimal oversight.What I bring to your team:

• Project & Program Coordination — Tracking timelines, milestones, and deliverables across multiple initiatives, and keeping stakeholders aligned through clear, regular status updates.

• Systems Implementation & UAT — Hands-on experience testing and validating Odoo ERP updates, auditing configurations, and coordinating rollout with internal teams and outside vendors.

• SOP & Process Documentation — Building clear, step-by-step SOPs and workflow documentation that reduce errors and bottlenecks for distributed teams.• Client & Account Onboarding — Setting up corporate profiles, configuring account/portal access, and coordinating clean handoffs between departments.

• Regulatory Compliance — Experienced supporting U.S. federal compliance frameworks (DOT, FMCSA Clearinghouse, OSHA, HIPAA-aligned workflows); comfortable learning and adapting to other regulatory environments.

• Cross-Functional & Remote Team Leadership — Proven track record coordinating between operations, customer teams, and vendors, and directly leading a 15-person remote team.

Tools: Odoo ERP, Microsoft 365 (Excel, Outlook, Teams, OneDrive), -----------, Notion, Nextiva, Maxcom

I work well independently, take ownership of trackers and deliverables without needing close supervision, and I'm comfortable coordinating across time zones for clients anywhere. Available to start immediately — happy to discuss how I can support your operations.

I'm an experienced BPO Specialist with an expertise in delivering exceptional results in customer service, technical support, and team leadership within fast-paced outsourcing environments.
With over a decade of experience in Customer Service, Technical Support, and leadership roles as a Subject Matter Expert and Team Lead, I bring a strong record of driving performance and elevating customer experiences. I am highly results-oriented, consistently exceeding targets while maintaining a sharp focus on service excellence. My organizational skills enable me to manage multiple priorities efficiently, and my attention to detail ensures accuracy and consistency in all deliverables. Adaptable and proactive, I thrive in fast-paced, evolving environments and approach challenges with a positive, solution-driven mindset. I take pride in fostering team success, mentoring others, and contributing to continuous growth and improvement. I am committed to continuous improvement and take pride in contributing to both team success and customer loyalty.

Accomplished Customer Experience and Financial Services professional with 14 years of progressive experience spanning banking operations, customer service, performance leadership, and telesales. Proven success in coaching high-performing teams, analyzing business performance, and driving operational improvements through data-driven strategies. Expertise in credit operations, dispute resolution, credit bureau reporting, fraud awareness, and regulatory compliance. Trusted to lead teams, delivering operational excellence and exceptional outcomes in fast-paced, highly regulated environments.

Detail-oriented and proactive Real-Time Analyst with experience in monitoring performance metrics, managing schedules, and ensuring operational efficiency. Adept at utilizing analytical tools and Microsoft Office to track real-time data, adjust workflows, and support team performance. Eager to contribute to a fast-paced environment where
accuracy, timely decision-making, and effective communication are essential to achieving organizational goals.

I am an accomplished Subject Matter Expert with over 15 years of experience in the BPO industry, specializing in technical support, CRM administration, and team leadership. I am highly skilled in Salesforce administration, process optimization, and developing training programs, and I have a proven track record of significantly improving both efficiency and customer satisfaction. Throughout my career, I've been recognized for my strong communication, problem-solving, and mentoring skills, consistently driving high performance and fostering collaborative work environments. I am committed to continuous learning and certification to stay ahead of industry trends and technologies.

Dynamic and results-driven professional with strong experience in team leadership, customer service, and reservations. Known for improving performance through collaboration, innovation, and a customer-first mindset. Organized, dependable, and passionate about driving client retention and operational efficiency. Committed to contributing to a forward-thinking team and delivering exceptional service. I aim to be recognized as a proactive team player who brings a positive attitude, solves problems efficiently, and consistently supports team and business success.

Experienced employee for more than 12 years, but willing to learn from 1st step and looking for growth

For the past three years, I have strengthened my customer service and appointment-setting skills by managing client interactions via phone, email, and chat while handling financial processes and travel solutions. I bring nearly three years of remote work experience and consistently deliver professional, efficient service in fast-paced environments, ensuring customers feel secure and valued.