Customer Support Manager | Salesforce, Zendesk, CSAT, NPS, Team Leadership & Customer Experience

Led teams of 15–25 agents supporting US-based customers in the financial services industry, ensuring operational excellence and meeting key performance indicators, including CSAT, NPS, ADH, SLA, and QA. Supported Lease-to-Own financing programs by overseeing customer service operations, escalations, and account-related inquiries while maintaining compliance and service standards. Conducted coaching sessions and performance reviews, led weekly client calibrations, and hosted Monthly Business Reviews with Director-level stakeholders. Utilized Salesforce, Zendesk, and reporting tools to monitor performance, reduce escalations, improve customer satisfaction, drive customer retention, and protect revenue through effective service delivery and process improvements.

Provided customer support through phone, email, and chat for US-based customers across the streaming, logistics, and financial services industries. Assisted with account inquiries, billing and payment concerns, Lease-to-Own (LTO) financing accounts, shipment tracking, service issues, and technical support while delivering exceptional customer experiences. Consistently achieved performance goals related to CSAT, quality scores, adherence, and productivity while managing a high volume of customer interactions. Utilized CRM platforms to document cases, resolve escalations, improve customer satisfaction, support client retention, and protect revenue. Awarded Top Performer recognition on four occasions for consistently exceeding performance targets and delivering outstanding customer service.

Provided executive and administrative support to senior leadership in the luxury hospitality industry, managing calendars, meetings, travel arrangements, and daily operations. Coordinated corporate events, prepared reports, maintained confidential records, and facilitated communication between departments and external partners. Assisted with VIP guest relations and service recovery efforts, helping retain high-value clients by resolving customer dissatisfaction, protecting revenue, and maintaining exceptional customer satisfaction. Utilized Microsoft Office Suite and scheduling tools to improve operational efficiency and support executive productivity.