• Spearheaded the implementation of comprehensive quality guidelines, initiatives, action plans, and strategies to enhance customer experience and mitigate customer churns. • Conducted monthly and bi-weekly Performance Assessments, analyzing behaviors, voice of the customer, contact reason drivers, and conducting gap analysis to present recommended action plans to operations and executive teams. • Led the Quality and Analytics team in evaluating and identifying performance root causes, presenting findings, and implementing effective resolutions. • Regularly reviewed employee and customer feedback to drive process improvements and optimize training programs. • Developed and implemented advanced reporting and analysis tools, empowering data-driven business strategies and informed decision-making. • Managed the onboarding and training process for PMax Supervisors, Performance Analysts, and Coaches, fostering a high-performing and results-oriented team.

• Led a team of Performance Analysts and Coaches, fostering a culture of continuous improvement and driving quality behaviors to maximize team performance based on quality assurance analysis findings. • Facilitated the professional development of Performance Analysts through regular individual coaching sessions, utilizing the PMax process and COACH Model to enhance their skills and effectiveness. • Evaluated and calibrated evaluations uploaded by Performance Analysts for accuracy and consistency. • Managed multiple Lines of Business (LOBs) including SSP Account, SSP Transaction, SSP Other, Product and Site Support Phone and Email, Disputes and Claims, Specialty Queues MENA and South Africa, and PayPal Business Debit MasterCard, ESM Job Family Segmentations and ESM Global Pay Later.• Served as the Point of Contact (POC) for the Reporting Team, overseeing key reports such as Coaching Scorecards, Trending Report, PIE Reports, Transfer Report, Escalations Report, and Client Reports. • Ensured adherence to company and client quality procedures by Performance Analysts and Coaches, reviewing and analyzing behavioral opportunities and best practices, and providing feedback to maintain world-class customer service standards

• Facilitated the development of teammate performance by conducting individual coaching sessions on a bi-weekly basis or more frequently, as needed, utilizing ePerformax's COACH Model. • Evaluated interactions (phone, chat, and/or email) on a weekly basis for all team members, identifying and prioritizing strengths and areas for development that correlate to Key Performance Metrics (KPMs) and positive customer engagement. • Utilized the TIER as a teaching and feedback tool to communicate and educate teammates on product updates, behavior gaps, call drivers, and system issues, equipping them with the necessary tools to maximize productivity and foster continuous performance improvements. • Actively participated in weekly/bi-weekly calibration sessions to ensure alignment and consistency in evaluation and feedback processes. • Reviewed, validated, and approved requests within authorized limits, and handled escalated calls in the absence of Team Leaders. • Performed ad hoc tasks to support departmental needs and functions, demonstrating flexibility and adaptability in a dynamic work environment.

• Evaluated a required number of interactions (phone and email) per week and biweekly for all team members. • Accurately evaluated teammate behaviors using the company's C.O.R.E. form to identify impacting strengths and areas for improvement. • Consistently and accurately communicated client opportunities to stakeholders (clients, managers, directors, etc.) to enhance the overall customer service experience. • Identified and communicated behavioral gaps and trends to ePerformax stakeholders based on observed interactions. • Actively participated in weekly/bi-weekly calibration sessions to ensure alignment and consistency in evaluation processes. • •Conducted weekly feedback sessions to address communication and behavioral gaps, fostering continuous improvement among customer service representatives. • Facilitated call listening and calibration sessions with officers and teammates. • Conducted benchmark call listening sessions with teammates, focusing on specific call drivers and identifying trended behaviors to support the Performance Assessment process. • Performed ad hoc tasks to support departmental needs and functions.

• Respond to customer inbound inquiries by phone and email, research customer inquiries and work to resolve their queries real time, proactively recommend and educate the customers about features and benefits, help customer navigate and understand the PayPal site and products to promote world class customer experience and improve overall satisfaction and net promoter score.• Trained and handled calls for the following LOBs:  NA Financials (SSP Account, Transact and Other) NA New Member NA Top Buyer