Hire the Best SurePeople Performance Specialists

I help PSPs, acquirers, and high-risk merchants get approved, pass due diligence, and stay compliant. Financial crime and payments risk specialist with 10+ years across global banks including JP Morgan Chase and ING. What I do for clients: • High-risk merchant onboarding & PSP due diligence — sourcing and vetting payment acquirers, KYC/KYB reviews, and closing AML/KYC gaps for UK, EU, and offshore businesses. • AML & sanctions screening — name and transaction screening with Fircosoft FFF/FMF, interpreting SWIFT and SEPA messages, assessing exposure against OFAC, EU, and UN lists. I also run screening testing and optimization — tuning fuzzy-match behavior to cut false positives without losing detection. • Chargeback & representment — full dispute lifecycle through Visa Resolve Online (VROL) and Mastercard Dispute Form (MCDF), building representment packages that maximize recovery. • Fraud detection — real-time risk mitigation using Falcon and Taser. I also built and shipped DueDex, a KYC/KYB due diligence tool — proof I understand these workflows deeply enough to automate them, not just execute them. My background is regulated banking, but I bring that operational precision to fast-moving fintech and payments clients. Message me with what you're working on and I'll tell you straight whether I can help.

🚀 Need someone who can improve your customer experience and keep your support team performing at its best? I've got you covered. 📌 Senior Customer Experience & Quality Operations Specialist with 12+ years of experience in Customer Service, Quality Assurance, Sales, Technical Support, and Operations. 📌 Helping businesses deliver exceptional customer experiences through quality monitoring, process improvement, coaching, and world-class customer support. ⭐ HOW I CAN SUPPORT YOUR BUSINESS ⭐ 🎧 CUSTOMER SERVICE & CUSTOMER EXPERIENCE Deliver professional and empathetic customer support through phone, email, and live chat while creating positive customer experiences. Experienced in handling billing concerns, order inquiries, technical support, escalations, and customer retention. 📞 INBOUND & OUTBOUND CALLING Confident in handling inbound customer inquiries, outbound follow-ups, appointment confirmations, lead qualification, and customer outreach. Skilled at building rapport and creating meaningful conversations with customers. ✅ QUALITY ASSURANCE & QUALITY OPERATIONS Monitor and evaluate voice, email, and chat interactions, identify coaching opportunities, ensure compliance with SOPs, and provide actionable feedback that improves team performance and customer satisfaction. 🔍 ROOT CAUSE ANALYSIS & PROCESS IMPROVEMENT Analyze recurring customer issues, identify trends, perform Root Cause Analysis (RCA), and recommend improvements that reduce customer pain points and increase operational efficiency. 📈 COACHING & PERFORMANCE IMPROVEMENT Support team development through coaching sessions, quality calibrations, refresher training, and performance feedback that drives continuous improvement. 🗂️ ADMINISTRATIVE & OPERATIONAL SUPPORT Assist with CRM management, documentation, reporting, order processing, scheduling, and workflow management to keep daily operations organized and running efficiently. 🛠️ TOOLS & PLATFORMS I USE 💬 Customer Support & Communication -Gorgias -Zendesk -Aircall -Slack -Google Workspace -Microsoft Outlook -Zoom -Microsoft Teams -Aircall 🔒 eCommerce, CRM & Business Operations -Shopify -Google Sheets -Microsoft Excel -HubSpot -Zenbooker -MaidCentral -ServiceTitan 📊 Quality & Operations -Quality Audits -Root Cause Analysis (RCA) -Quality Calibration -Quality Scorecards -SOP Documentation -KPI & Performance Reporting -Hubstaff -Salesforce 🌎 INDUSTRIES I'VE SUPPORTED 🏦 Banking & Financial Services 🛒 eCommerce & Retail 💻 SaaS 🏥 Healthcare 📞 Customer Support & Contact Centers 💼 Sales & Business Development 🏠 Home Improvement Services 🏆 WHY CLIENTS CHOOSE TO WORK WITH ME ✔ 12+ Years of Professional Experience ✔ Customer Service Expert ✔ Quality Assurance Specialist ✔ Inbound & Outbound Calling ✔ Phone, Email & Live Chat Support ✔ Strong Problem-Solving Skills ✔ Excellent Written & Verbal Communication ✔ Fast Learner & Detail-Oriented ✔ Reliable, Professional, and Results-Driven 🤝 LET'S WORK TOGETHER! Whether you need a Customer Support Specialist, Quality Assurance Analyst, Customer Experience Professional, or someone who can improve your operations while delivering exceptional customer service, I'm here to help. 📩 Send me a message, and let's discuss how I can help your business succeed!

With 20+ years of experience in the BPO, healthcare, and virtual assistance industry, I bring a strong combination of team leadership, operations management, client relationship management, appointment setting, quality assurance, and administrative support. I started my career in customer service and sales and progressed into roles such as Quality Analyst, Team Leader, Supervisor, Country Manager, and Operations/Virtual Assistant support. This experience has given me a deep understanding of both frontline operations and business management. If you're looking for someone with extensive BPO experience, strong leadership skills, excellent spreadsheet knowledge, and hands-on virtual assistance experience, I would be happy to support your business. What I Can Help You With: Team Management & Leadership – coaching, mentoring, performance monitoring, and team development Virtual Assistance & Administrative Support – data entry, reporting, scheduling, documentation, and daily operations Excel & Google Sheets – formulas, trackers, reports, scorecards, dashboards, data organization, and performance monitoring Appointment Setting & Scheduling – outbound calling, lead management, calendar coordination, and follow-ups Client Relationship Management – handling client concerns, maintaining communication, and ensuring client requirements are met Quality Assurance & Process Improvement – call monitoring, QA audits, coaching, root-cause analysis, and process improvement Healthcare/BPO Operations – extensive experience supporting healthcare campaigns and high-volume contact center operations Training & Coaching – onboarding, process training, performance coaching, and development programs

🚀 𝙉𝙚𝙚𝙙 𝙖 𝙋𝙍𝙊 𝙬𝙝𝙤 𝙘𝙖𝙣 𝙝𝙞𝙩 𝙩𝙝𝙚 𝙜𝙧𝙤𝙪𝙣𝙙 𝙧𝙪𝙣𝙣𝙞𝙣𝙜? 🦄 The Customer Success & Operations Unicorn 🏢 Supported Global Brands including Google, AT&T, T-Mobile, Humana, and Temu 🌟 10+ Years of Professional Customer Success, Training & Operations Experience I help businesses improve: ✔ Customer Experience ✔ Team Performance ✔ Operational Efficiency ✔ Reporting & Analytics ✔ Process Optimization ✔ Training & Enablement Whether you're scaling a startup, optimizing support operations, or improving team performance — I bring the structure, insights, and execution needed to help your business grow 🚀 🔥 𝐇𝐄𝐑𝐄’𝐒 𝐇𝐎𝐖 𝐈 𝐂𝐀𝐍 𝐇𝐄𝐋𝐏 𝐘𝐎𝐔𝐑 𝐁𝐔𝐒𝐈𝐍𝐄𝐒𝐒 👇🏻👇🏻👇🏻 🎧 𝘾𝙐𝙎𝙏𝙊𝙈𝙀𝙍 𝙎𝙐𝙋𝙋𝙊𝙍𝙏 & 𝘾𝙐𝙎𝙏𝙊𝙈𝙀𝙍 𝙎𝙐𝘾𝘾𝙀𝙎𝙎 Delivering professional, empathetic, and solution-focused support that improves customer satisfaction, retention, and operational performance. ✔ Email & Chat Support ✔ Technical Support ✔ Escalation Handling ✔ Ticket Management ✔ Customer Retention ✔ SaaS Support ✔ Client Onboarding ✔ Customer Experience Management 🛠 Experienced with: ✦ Zendesk ✦ Salesforce ✦ Freshdesk ✦ HubSpot ✦ Google Workspace ✦ Slack ✦ Zoom ✦ Microsoft Teams 📈 𝙏𝙍𝘼𝙄𝙉𝙄𝙉𝙂, 𝙀𝙉𝘼𝘽𝙇𝙀𝙈𝙀𝙉𝙏 & 𝙋𝙀𝙍𝙁𝙊𝙍𝙈𝘼𝙉𝘾𝙀 𝘾𝙊𝘼𝘾𝙃𝙄𝙉𝙂 I specialize in helping teams ramp faster, improve performance, and maintain operational excellence. 🏆 Achieved a 98% endorsement rate from training to production 🏆 Conducted coaching and evaluations for 1000+ employees 🏆 Developed onboarding programs, QA frameworks, and performance improvement initiatives ✔ New Hire Training ✔ SOP & Process Documentation ✔ Coaching & Feedback Sessions ✔ Knowledge Base Creation ✔ Learning Materials & Presentations ✔ Performance Improvement Plans ✔ Workflow Optimization ✔ Team Development 🎨 Frequently used tools: ✦ Canva ✦ PowerPoint ✦ Google Slides ✦ Notion ✦ Loom ✦ Excel / Google Sheets 📊 𝘿𝘼𝙏𝘼 𝘼𝙉𝘼𝙇𝙔𝙏𝙄𝘾𝙎, 𝙌𝘼 & 𝙋𝙍𝙊𝘾𝙀𝙎𝙎 𝙊𝙋𝙏𝙄𝙈𝙄𝙕𝘼𝙏𝙄𝙊𝙉 Strong background in reporting, metrics analysis, QA operations, and business process improvement. I transform operational data into actionable insights that improve efficiency, customer satisfaction, and team performance. ✔ KPI Tracking & Reporting ✔ Root Cause Analysis (RCA) ✔ QA Evaluations ✔ NPS / VOC Analysis ✔ Performance Analytics ✔ Reporting Dashboards ✔ Process Improvement ✔ Customer Experience Analysis ✔ Workflow Optimization ✔ Data Visualization & Insights 📌 Experienced in identifying trends, performance gaps, and operational opportunities to support business growth and decision-making. 💻 𝙏𝙀𝘾𝙃-𝙎𝘼𝙑𝙑𝙔 & 𝙍𝙀𝙈𝙊𝙏𝙀-𝙍𝙀𝘼𝘿𝙔 Quick to adapt, highly organized, and capable of working independently in fast-paced remote environments. Experienced with: ✦ Citrix ✦ Workday ✦ CRM Platforms ✦ Ticketing Systems ✦ Project Management Tools ✦ Remote Collaboration Software 🌍 𝐖𝐇𝐘 𝐂𝐋𝐈𝐄𝐍𝐓𝐒 𝐋𝐈𝐊𝐄 𝐖𝐎𝐑𝐊𝐈𝐍𝐆 𝐖𝐈𝐓𝐇 𝐌𝐄 ✅ Strong communication skills ✅ Analytical and detail-oriented ✅ Fast learner and adaptable ✅ Process improvement mindset ✅ Leadership and coaching experience ✅ Reliable and results-driven ✅ Able to work independently or collaboratively Whether you need support with customer success, onboarding, QA, reporting, training, or operational optimization — I’m ready to contribute from day one. 📩 Send me a message and let’s discuss how I can support your business goals 🚀

🎯 I eliminate backend chaos, handle complex inventory logistics, and keep team operations running with zero errors. Whether managing high-volume US live-event ticketing or scaling e-commerce operations, I take care of the heavy lifting so you can focus on revenue. ⚡ 𝐖𝐡𝐚𝐭 𝐈 𝐡𝐚𝐧𝐝𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬: 🎫 𝐔𝐒 𝐄𝐯𝐞𝐧𝐭 & 𝐓𝐢𝐜𝐤𝐞𝐭 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬: End-to-end execution—ticket pulling, real-time pricing research, inventory documentation, transfer fulfillment, and order reconciliation. 📦 𝐄-𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 & 𝐀𝐦𝐚𝐳𝐨𝐧 𝐅𝐁𝐀: Seller Central management, listing support, inventory tracking, and supplier documentation. 📊 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬, 𝐇𝐑 & 𝐏𝐚𝐲𝐫𝐨𝐥𝐥: Team workflow management, KPI metric tracking, candidate hiring, and automated payroll processing via Deel. 🏘️ 𝐏𝐫𝐨𝐩𝐞𝐫𝐭𝐲 & 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐋𝐨𝐠𝐢𝐬𝐭𝐢𝐜𝐬: End-to-end Airbnb Superhost portfolio management, guest experience, cleaner scheduling, and course/module structure design. 🛠️ 𝐒𝐲𝐬𝐭𝐞𝐦𝐬 & 𝐓𝐞𝐜𝐡 𝐓𝐨𝐨𝐥𝐤𝐢𝐭: Ticketing & Inventory Platforms | Amazon Seller Central | Advanced Excel / Spreadsheets | Deel | Automatiq | Google Workspace | Outlook | MS Office | Airbnb Dashboard 🎯 𝐁𝐨𝐭𝐭𝐨𝐦 𝐋𝐢𝐧𝐞: Zero fulfillment errors, accurate reconciliations, and smooth daily team ops. 📩 Need a rock-solid operations lead who gets things done? Drop a message and let's talk.

I help companies run smoother, scale faster, and lead high-performing remote teams — without sacrificing compliance, quality, or client satisfaction. I’m a Results-Driven Remote Operations Manager with 17+ years of experience leading customer service, healthcare operations, and BPO teams for international clients. I specialize in remote team leadership, KPI performance management, HIPAA-compliant healthcare operations, and project delivery. I’ve managed and coached 25+ staff, improved workflows, reduced turnaround times, and ensured consistent service quality across distributed teams. What I bring to your business: ✔ Remote Operations & Team Management ✔ Healthcare Operations (HIPAA & PHI Handling) ✔ KPI, QA, and Performance Metrics ✔ Client & Stakeholder Communication ✔ Project & Process Management ✔ SOP Development & Continuous Improvement ✔ Escalation & Risk Management ✔ AI-Assisted Productivity & Reporting Recent Impact: - Improved turnaround times and data accuracy in medical records operations - Led cross-functional teams to deliver projects on time and within scope - Maintained high QA, productivity, and attendance metrics across teams - Supported leadership with data-driven operational strategies I’m reliable, detail-oriented, and comfortable owning outcomes. If you’re looking for someone who can lead remotely, protect compliance, and keep operations running smoothly, I’m ready to help.