Customer Support Manager | 9+ Years of Experience in Team Leadership, Operations & Customer Experience

As an Operations Supervisor, I oversee a team of more than 25 agents, ensuring daily operations run efficiently while maintaining high performance standards. I coordinate schedules, meetings, workflows, and communication across teams, helping align priorities and improve productivity. I monitor key performance indicators, provide coaching and support, resolve escalated customer concerns, and collaborate with leadership to improve processes and operational results. I also support remote operations through CRM platforms and collaboration tools, ensuring projects, tasks, and team objectives remain on track.

Provided customer support through phone, email, and chat, assisting customers with inquiries, account updates, issue resolution, and follow-up requests. Maintained high-quality service standards while managing a large volume of interactions and consistently meeting performance goals. Worked closely with internal teams to resolve customer concerns, document cases accurately, and identify opportunities to improve processes and overall customer experience.

Provided administrative and executive support to senior leaders by managing calendars, coordinating meetings, arranging travel, and handling daily operational tasks. Organized corporate events, maintained confidential records, prepared reports, and facilitated communication between departments and external partners. Supported vendor coordination and operational logistics while ensuring executives remained organized, informed, and focused on strategic priorities.