Customer Service Pro | Quality Assurance Specialist

I started as a Billing and Sales Specialist for AT&T before transitioning to E-commerce which focuses on Member Experience, Retention, Orders and Shipping, and billing. I have also transitioned to supporting the team as a POC before starting to handle my team as a team lead before jumping into a new role. Tools: Bond, Purecloud, WFE CRM, Avaya I also used to work with Switch luxury bags and jewelry rental as a CSR that handles phone, chat, and email inquiries, orders, cancelations, communicating with the carrier, and data entry. I also do outbound calls for callback requests, and make follow-up calls to customers with past dues and unreturned items. Tools: Kustomer, Google Sheets

Before leading the QA team, I used to pioneer our brand's Quality assurance/Coaching team for a Fashion brand (Techstyle Fashion Group). We focus mainly on customer experience and business requirements. Tools: QEval, Bond, Stella Connect, I also worked as a Quality Assurance Specialist for U.S. underwriters at Loop Car Insurance. Tools: MaestroQA, Zendesk, Silvervine

I worked as the sole recruitment officer for a startup company back in 2011. On top of that, I also spearheaded most of the interviews and onboarding during my stay as Quality assurance lead whenever we hire apprentices or new QA members.

A short but meaningful experience working as an Acquisition specialist for a real estate investment company based in PA. I'm proud to have closed 4-5 commercial properties in a period of 5-6 weeks. Tool: Podio, Smartphone