Fintech Supervisor | Chat/Email SpecialistFintech Supervisor | Chat/Email Specialist
Ma.
ID Verified$640
per month
($4/hour)
Profile Description
Customer Service Team Leader with 9+ years of experience in customer support, financial services, escalations, and team management. Proven track record of leading high-performing teams, improving customer satisfaction, and driving KPI performance through coaching and performance management. Skilled in voice, chat, and email support, complex issue resolution, process improvement, and cross-functional collaboration. Strong communicator with a focus on operational excellence and exceptional custome...
Skills & Expertise
Skill Levels Explained:
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Customer Success
Specialized Skills
Virtual Assistance & Admin
Work Experience
TEAM LEADER
ECECONTACTCENTERS
Dec 2018 - Present
Job Responsibilities:
- Led and coached a team of 15–20 agents, improving overall performance, quality, and customer satisfaction. - Consistently monitored and managed team KPIs, including productivity, quality, and customer satisfaction targets. - Handled high-level escalations and complex banking concerns, ensuring timely and effective resolutions for customers. - Progressed through multiple roles, advancing from Fro...
Virtual Assistant/Scheduler
Claralabs
Mar 2018 - Dec 2018
Job Responsibilities:
Coordinated customer availability and appointment schedules, handling confirmations, rescheduling, time adjustments, cancellations, and same-day changes.
Customer Service Representative
INSPIRO Philippines
Jul 2016 - Mar 2018
Job Responsibilities:
Handled inbound customer calls for an internet service provider, resolving billing concerns and providing support for products and services.