Client Experience Coordinator | Allianz Partners(May 2024 - Present)As a Client Experience Coordinator at Allianz Partners, I ensure customers receive exceptional service by addressing their needs, resolving issues promptly, and enhancing their overall experience. I collaborate with internal teams to streamline processes, improve service delivery, and drive customer satisfaction. By analyzing feedback and performance metrics, I continuously identify areas for improvement and implement solutions that enhance the client journey, supporting Allianz's commitment to service excellence.

Student Admission Consultant | Talent Care EducationJune 2023 - May 2024In my role as a Student Admission Consultant at Talent Care Education, I guided prospective students through the admissions process, offering tailored advice on academic programs and application procedures. I engaged with students and their families to understand their aspirations, assisted with application completion, and developed personalized education plans. By building strong relationships with students, parents, and educational institutions, I ensured a positive admission experience. Additionally, I conducted market research to stay informed about admission criteria and scholarship opportunities while maintaining regular communication with applicants to enhance enrollment rates. This experience sharpened my skills in admissions consulting, relationship management, and academic advising.

Quality Assurance Analyst - Service Delivery | Sutherland Global Services (McAfee Process)June 2021 - June 2022As a Quality Assurance Analyst for the McAfee process, I ensured the highest quality standards in customer service by conducting quality audits and evaluating customer interactions for compliance with McAfee's service standards. I provided actionable feedback to support teams, identifying performance gaps and recommending targeted training. Additionally, I generated detailed performance reports that informed strategic decisions, collaborated with team leaders to address quality challenges, and contributed to initiatives that improved customer satisfaction and streamlined service delivery processes. This role was instrumental in elevating McAfee's service standards and ensuring exceptional support for customers.

IT Help Desk Associate - McAfee Voice Process | Sutherland Global Services(October 2019 - June 2021)As an IT Help Desk Associate for the McAfee voice process, I provided frontline technical support, ensuring swift resolution of IT and security issues. I diagnosed and resolved software and system problems, handled inbound support calls, and applied troubleshooting techniques for software installation and virus detection. Collaborating with higher-level support teams, I escalated complex cases when necessary. I maintained accurate records of customer interactions and ensured compliance with company policies and McAfee’s service level agreements. This role enhanced my technical troubleshooting skills and my ability to communicate complex concepts to non-technical users while fostering a strong customer-first approach.