Supervisor in charge of leading several employees and responsible for the team performance related to the company's KPIs and customer satisfaction metrics, leading with strategic thinking, and problem-solving skills.A. Ensure customer satisfaction by creating a safe and healthy environment for our employees to then achieve customer satisfaction at a 90% rate with company policies and procedures, maintaining a high standard of service.B. Main point of contact for escalations, handling between 6 to 8 customer scenarios per day, by employing effective conflict resolution techniques to de-escalate customer complaints and ensure a positive experience.C. Compiled and presented comprehensive reports to upper management, achieving 100% accuracy and meeting deadlines highlighting areas of opportunities and improvement.D. Oversaw employee attendance and punctuality, ensuring adherence to company policies and addressing issues as they arise. Decreasing absenteeism from 35% to 5%.

Assist handling estate management, documentation and financial recovery.A. Identified and pursued outstanding debt achieving 80% recovery by negotiating settlements, and implementing recovery strategies for financial recovery,B. Prepared detailed reports and documentation, including financial statements and progress reports with actions plans.C.Organized and managed estate documents, coordinating with legal and financial professionals by ensuring compliance with legal requirements in estate management.

Promoted multiple times, top performance agent with strong coaching skills displayed.A. Assisted customers with credit card-related inquiries, including account management, billing issues, and payment processing leading to a monthly review of 91%.B.Performed senior web support specialist duties, handling advanced inquiries and providing guidance to over 100+ junior team members, as first formal experience of leadership responsibilities.C. Managed escalations from front-line agents, troubleshooting technical issues, and resolving advanced web support inquiries with a top CSAT score of 97%.