• Acquired Lean Six Sigma Yellow Belt certification.• Mentored 5 QPE colleagues with their project to earn their six sigma YB certification.• Acquired Quality Excellence champ of 2021 / All Ideas Matter certification.• Spearheaded process improvement projects from start to completion.• Achieved 2 FTE reduction with one of my projects.• Performed quality audit for calls.• Provided coaching to agents.• Assisted supervisors with Ad-hoc tasks related to reports / tools.

• Worked as a case manager.• Mentored some new hires being assigned to our team regarding processes.• Was able to improve my communication skills by handling complex issues.• Assisted customers with their inquiries through email and phone.• Was able to share a simple tracker to be used by our team.• Was one of the top performers in the team

• Worked as a level 2 customer service representative.• Was able to assist customers with their inquiries regarding their services and their bills.• Upskilled to handle more products and provide better support to the customers.• Was one of the top performers in the team.

• Worker as a level 1 technical support representative.• Assisted customers through inbound calls.