zippysonia96

Customer Service, Team Leadership, and Operations Support professional with 5+ years of experience across telecom, ISP, billing, and fast-paced customer support environments. I bring a unique blend of frontline customer experience, team leadership, and executive-level administrative support, allowing me to operate effectively both in customer-facing roles and behind-the-scenes operational coordination.

My experience includes resolving complex customer issues, handling escalations, and supporting service continuity across technical troubleshooting, billing, and account management channels. I have worked extensively in CRM-driven environments, ensuring accurate documentation, SLA adherence, and timely resolution of customer concerns across high-volume workloads.

As a Team Lead, I managed and coached a team of 20 agents, driving performance, improving workflow efficiency, and supporting service quality improvements that enhanced customer satisfaction and operational consistency. I am experienced in monitoring KPIs, preparing performance reports, and collaborating with cross-functional teams to improve service delivery.

In addition, my Executive Assistant experience has strengthened my organizational, communication, and stakeholder management skills, including scheduling, reporting, coordination, and supporting leadership with data-driven insights and operational execution.

I bring a strong ability to balance structure, people management, and customer empathy, ensuring both internal teams and external customers are supported effectively. I am especially interested in roles within customer experience, retention, and operations where I can contribute to service excellence, team performance, and customer loyalty.