Customer Service Support || Team ManagerCustomer Service Support || Team Manager

As a former Account Manager Team Lead at ibex, I led and supported a team of customer support agents, ensuring adherence to compliance standards, security protocols, and operational policies. My role involved monitoring performance through KPIs and quality metrics, identifying gaps, and implementing targeted coaching to drive improvements. Additionally, I analyzed data to recommend process enhancements that promoted consistent service quality in a high-volume, regulated financial environment. ... See more