Served as Senior Subject Matter Expert, collaborating with the Solution Design and Implementation teams on the deployment of Amdocs (CRM), replacing the legacy Peoplesoft system. Led a team of 15 advisors with diverse skill sets during a friendly user trial, where they interacted with clients to gather feedback and drive application improvements. Played a key role in ensuring the smooth migration of customer data and processes for order management and customer information updates.

As a Customer Relations Advisor in a BPO, I specialize in managing complex client inquiries and resolving escalations to deliver exceptional service. I collaborate with internal teams to enhance the overall customer experience and analyze feedback to drive continuous improvements. Additionally, I conduct training sessions for team members to elevate performance and monitor key performance metrics. Serving as the primary point of contact for VIP clients, I consistently strive to exceed their expectations and foster strong, lasting relationships.