● Proven track record in managing customer service operations, ensuring high levels of customer satisfaction and retention● Strong leadership skills, adept at building and leading high-performing teams to meet and exceed service level targets● Experience in training and coaching customer service representatives to enhance their skills and performance● Proficient in implementing customer service software and tools to streamline operations and enhance the team experience● Exceptional problem-solving abilities, with a focus on resolving customer complaints and issues in a timely and satisfactory manner● Proactive in identifying customer service trends and implementing innovative solutions to meet evolving customer needs● Strong analytical skills, capable of analyzing customer data and feedback to identify areas for improvement and implement appropriate actions● Ability to collaborate with cross-functional teams, includes sales, marketing, and operations, to achieve company-wide objectives● Effective in managing multiple responsibilities in order of highest priority to keep operations running smoothly

● Conducting 10 – 12 audits each day to maintain company standards in multiple areas including employee presence, adherence to policy, and appropriate software usage.● Ensuring company policies and procedures are being followed by following up with employees regarding any shortcomings that may occur.● Auditing internal reports on a daily basis and comparing them to the data from other airports (AvTech/Roberto/Dashboard)● Employee attendance records taken regularly to ensure appropriate employee presence and managing shortages that arise● Establish and maintain positive relationships with team members and subordinates ● Convey information to team members, management and customers● Assess the performance of team members and promote ongoing performance ● Achieve objectives by utilizing available resources through effective communication

● Followed lesson plans provided by the teacher to ensure all students stayed consistent andon track according to the curriculum● Managed a classroom of 15-20 students effectively to maintain a positive learningenvironment and to minimize distractions● Supervised students both in and outside of the classroom, in the cafeteria, and during thedismissal process● Created lesson plans that were consistent with previous teacher’s lesson plans aftertransition into a long-term substitute role

● Effectively handled 70-110 calls daily in a fast-paced campsite reservation center● Provided customer satisfaction through timely and effective resolution of a variety ofcustomer inquiries● Met and exceeded company productivity and quality standards by decreasing averagehandle time to 4 minutes or under while keeping quality at 95% or higher consistently● Collaborated with the Customer Service Analyst team, as needed, to meet the specificneeds of customers--leading to higher customer satisfaction rate● Received client based bonuses for meeting and exceeding monthly average handle timeand quality goals

● Launched an IOS and Android gaming app with 200,000 monthly average users● Facilitated brainstorming sessions with key stakeholders to gather requirements anddeliver● Led the integration of GoogleAds and UnityAds to generate $50,000 monthly revenue● Produced informational documentation about gaming features, mechanisms, source code,and level design● Led the planning, design, and development of over 12 mobile app games with average4.5 star rating on google play store● Embedded written tutorials, along with user interface, in the demo of games to assist newusers● Implemented logging and alerts to identify bugs and develop solutions within 2 businessdays● Collaborated with dev team to improving work time efficiency by 25%

● Mobilized a team of 12 through agile ceremonies to improve cross functionalcommunication and increase team delivery by 25%● Responsible for writing weekly meeting agendas and minutes for both management andemployees’ reference● Composed official letters to fellow institutes and clinics regarding a variety of situationsas requested by The Chairman● Wrote lease agreements between the organization and tenants outlining the rules andregulations of the property in question● Oversaw a team of 12 office employees