CS Manager / Tech Support / Exec AssistantCS Manager / Tech Support / Exec Assistant
Aprille
ID Verified$1,800
per month
($10/hour)
Profile Description
Customer Success Leader and Technical Support Representative with 15+ years of experience in BPO, IT helpdesk, and remote operations. Proven track record in leading high-performing support teams, improving service quality, and optimizing workflows to meet SLA and KPI targets. Skilled in coaching agents, managing escalations, and driving customer satisfaction across global markets (North America, Australia, Philippines). Adept in CRM systems, process improvement, and cross-functional collaboratio...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Design & Creative
Finance & Accounting
Marketing & Growth
Sales & Business Development
Virtual Assistance & Admin
Work Experience
Technical Support Representative
Sutherland Global Services
Sep 2015 - Jun 2026
Key Achievements:
Provided L1/L2 technical support for laptops, accessories, and software issues Handled escalations and complex troubleshooting across multiple channels Maintained high CSAT and resolution rates in a fast-paced environment Supported knowledge sharing and assisted in mentoring new agents Ensured adherence to SLA targets and quality standards
Customer Success Leader
Anavah Talent
Jun 2025 - Mar 2026
Key Achievements:
Led a team of customer service agents, ensuring consistent delivery of high-quality support and adherence to SLAs Monitored team performance, tracked KPIs, and implemented improvements to increase efficiency and service quality Managed ticket queues and escalations, ensuring timely resolution and compliance with company policies Developed and standardized workflows, SOPs, and documentation to streamline operations Trained, coached, and onboarded new hires, improving team productivity and reducing ramp-up time Collaborated with internal stakeholders to optimize support processes and customer experience
Customer Success Representative
Intuition Robotics
Sep 2024 - Apr 2025
Key Achievements:
Delivered high-quality support for AI-powered products, maintaining strong customer satisfaction scores Acted as a subject matter expert (SME) for complex technical concerns and escalations Contributed to process improvements and knowledge base documentation
Executive Assistant (Operations Support)
El Cheapo 24 Hour Lock Smith
Feb 2024 - Jun 2024
Key Achievements:
Coordinated scheduling and dispatch operations for field technicians Managed service workflows, customer communication, and operational tracking
Real Estate Concierge Member
Set Schedule
Sep 2022 - Nov 2023
Key Achievements:
Delivered client support and coordinated with multiple stakeholders to ensure seamless transactions
Executive Assistant (Real Estate Operations)
Keller Williams Arizona Realty
Jan 2023 - Oct 2023
Key Achievements:
Supported sales pipeline through lead generation, qualification, and CRM management Managed calendars, communications, and marketing activities