Customer Service - Operations - Account & Project Management
I'm a U.S.-based contractor with more than ten years of collective experience in customer service, account management, operations management, and supply chain management. I prefer roles in account or project management for full-time opportunities. I also have experience in various CRM and customer service platforms such as Salesforce, Zendesk, SAP, and Oracle systems. I'm a college graduate with a bachelor's degree in English. I'm currently based out of Houston, Texas.
In my last career I started working as a representative, then I got promoted to team lead six months after. I then became a supervisor a couple of years after that. My last role was as an operations manager in charge of managing a department with 60+ full-time staff.
I have extensive phone, email, and chat support backgrounds. I also have a lot of experience in order management, and any customer service oriented roles and responsibilities.
Do you need help managing accounts with impressive results? No problem. I can do that and more. I managed a major account with heavy operations in the Asia Pacific region. I have spearheaded a team that improved the client's quarterly SLA from 85% back to 94%.
Do you need a project management leader in your team? I can deliver that as well. I transformed the entire training methods in the department I managed once. The team that I led carefully tailored the training curriculum for new hires, as well as crash courses for tenured staff. I paired up with supervisors and team leads, and developed mentorship programs inter-departmentally for promising members of my department. This resulted in promotions for the staff that participated.
Need someone with exceptional training skills? Look no further. Apart from training development, I had successfully delivered a two-week intensive training program for our call center in the Netherlands, which was established to support high-value clients with expanding European markets.
Right now I work as a Project Success Manager for Upwork. This involves on-boarding and building relationships with high-value clients. I provide continuous guidance and support during the introductory phase, and educate clients in utilizing the platform to its maximum potential. I love what I do here, but I'm looking for extra projects to occupy my time.
For more of details on my skills, please look further down my profile. If you like what you see, feel free to contact me.