Skills
Customer service excellence
Customer relationship management
Complaint handling & resolution
Remote/virtual support delivery
Multichannel support (email, chat, phone)
Empathy and active listening
Customer journey improvement
Training & Development
Onboarding program design
Upskilling & continuous learning programs
Training facilitation (in-person & remote)
Standard Operating Procedures (SOP) creation
Training manual development
Coaching & mentoring support teams
Performance improvement strategies
Quality Assurance
QA scorecard creation
Agent performance evaluation
Providing constructive feedback
Monitoring service quality metrics
Ensuring compliance with company policies
Fraud Prevention & Risk Management
Fraud detection & prevention
Debt recovery strategies
Analytical investigation
Risk assessment and mitigation
Attention to detail in case handling
Content Development & Communication
Knowledge base/article creation
SOP and guide writing
Internal and external communication
Clear and concise writing
Documentation and reporting
Leadership & Collaboration
Team leadership and supervision
Cross-functional collaboration (QA, training, operations, dev teams)
Change management
Conflict resolution
Driving team motivation & engagement
Tools & Technical Skills
G-Suite (Docs, Sheets, Slides, Drive)
Slack (team collaboration)
CRM tools
Performance tracking systems
Remote work tools & platforms
Core Professional Skills
Analytical thinking
Problem-solving
Process improvement
Adaptability & flexibility
Time management
Independent work skills
People-first mindset
Continuous improvement orientation
About
I am a seasoned customer experience professional with over seven years of progressive experience in customer support, training, quality assurance, fraud prevention, and content development. My career has spanned diverse industries—including e-commerce, tech, and fintech—allowing me to build a deep understanding of service delivery in both local and global markets.
In my most recent role as Lead Trainer at ECOM Services LTD, I successfully designed and led onboarding and upskilling programs, developed SOPs and training manuals, and drove performance improvement initiatives that resulted in a 25% increase in support team effectiveness within two quarters. I’ve worked closely with QA teams to create scorecards, review agent performance, and provide individualized coaching and feedback.
My background in fraud prevention and debt recovery has honed my analytical thinking and attention to detail, while my freelance work in remote customer support and content writing has strengthened my adaptability, communication, and ability to work independently.
I bring a people-first mindset, a strong command of training tools and platforms (including G-Suite, Slack, CRM tools, and performance tracking systems), and a commitment to quality and continuous improvement.
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