● Developed a SaaS platform with billing, provisioning, and purchasing capabilities for frontline specialists which resulted in lower AHT (Average Handle Time) by 3 minutes on average, higher frontline satisfaction by 30% based on VOF (Voice of Frontline) survey, and a $2M cost-saving in call center operation and new hire training.● Supported the digital transformation of a SaaS platform for frontline specialists in an agile environment, bridging the gap between technical and business partners such as developers, fraud, products, billing, customer support, design, and marketing.● Redesigned the issue management process to simplify the issue reporting process, reducing issue report time by 50% and resolution cycle time by 40%.

● Evaluated call performance of customer service specialists, and documented quality issues and performance measures for management review.● Analyzed data, observations, and wrote result summaries to validate deviations from existing standards, recognized call trends, and shared insight with all managers.

● Provided excellent customer service for each interaction, resulting in having a compliance score of 100%; increased sales (125%) and customer service experience (100-117%).