Supervised and coached agent teams, managing escalations, workflows, and performance while coordinating schedules across multiple accounts to ensure efficiency. Delivered multi-channel customer support and managed backend systems, troubleshooting issues and implementing solutions across industries including e-commerce, tech, and real estate. Conducted QA testing, supported business development initiatives, and created internal documentation to streamline processes and training.

Provided daily guidance and coaching to team members to maintain high performance and service standards while handling escalated and complex customer issues. Monitored performance, delivered targeted coaching, and supported training for new hires to improve productivity and service quality. Served as a liaison between agents and management while developing and maintaining internal wiki resources to streamline processes and knowledge access.

Retained at-risk customers by implementing effective strategies, resolving concerns, and promoting relevant services to improve loyalty. Investigated fraud, unauthorized transactions, and disputes while ensuring compliance and maintaining detailed case documentation. Conducted quality reviews, identified trends, and provided coaching and recommendations to enhance team performance and operational efficiency.

Managed calendars, scheduled appointments, and maintained consistent client communication throughout the property process. Guided clients from property selection to viewings while preparing listing reports and coordinating updates. Collaborated with finance teams to support credit checks, repairs, and loan approvals to facilitate successful transactions.

Built strong customer relationships as the primary point of contact, handling inquiries, resolving complaints, and escalating complex issues when needed. Maintained accurate CRM records and tracked interactions to support effective service delivery. Collaborated with internal teams and analyzed customer feedback to identify trends and drive service improvements.

Advised students on academic requirements, course selection, and policies while supporting their long-term goals and career planning. Monitored student progress, identified strengths and areas for improvement, and connected students with appropriate resources such as tutors or counselors. Provided technical support via phone and chat, and assisted instructors with lesson preparation, attendance tracking, and virtual classroom support.