Feb 2025 — Sep 2025
Top Grade Insurance
Customer Service Representative / Virtual Assistant
Provided end-to-end customer support via phone and email. Generated insurance quotes and clarified policy details with carriers. Managed CRM platforms ensuring accurate documentation. Created and scheduled social media content to support marketing initiatives.
Dec 2024 — Feb 2025
White Glove Last Mile
Customer Service Manager / Virtual Assistant
Delivered phone and email support, improving customer satisfaction and response times. Prepared quotes, scheduled installations, and coordinated logistics between customers and installers. Managed CRM, invoicing, travel arrangements, and administrative workflows.
May 2023 — Jan 2025
Foundever
Coach / Operations Supervisor
Led performance coaching, weekly audits, and survey analysis to improve KPIs. Managed payroll processes and handled complex customer escalations. Implemented outlier management strategies to stabilize team performance.
Jan 2021 — May 2023
Sitel Group
Business Analyst / Knowledge Engineer
Analyzed operational data across tech and sales accounts supporting US and India markets. Developed knowledge base articles and decision trees. Partnered with developers to test internal tools and document enhancements.
Apr 2018 — Dec 2020
Teleperformance
Coach / Operations Supervisor
Conducted audits and coaching aligned with TOPS methodology. Collaborated with leadership teams to increase production and service metrics. Managed payroll and escalations while driving team engagement.
Aug 2015 — Mar 2017
Microsoft Answer Desk, Sutherland Global Services
Team Manager
Oversaw cluster performance, coaching programs, and payroll administration. Led client reviews and implemented strategies that boosted sales results.
Sep 2013 — Aug 2015
Microsoft Answer Desk, Sutherland Global Services
Subject Matter Expert
Provided real-time technical guidance and escalation support. Coached agents to strengthen troubleshooting skills and sales conversions.
Aug 2012 — Sep 2013
Microsoft Answer Desk, Sutherland Global Services
Consultant
Delivered inbound technical support for Windows OS users. Consistently achieved upsell targets through effective customer engagement.
2008 — 2011
Harte-Hanks / TELUS International
Quality Assurance Analyst
Performed call and email audits, led calibrations, and produced quality reports. Coached agents to improve compliance and customer experience metrics.
2007 — 2008
TELUS International
Technical Support & Customer Interaction Roles
Supported customers with Xbox and security-related technical issues. Maintained high service standards in fast-paced call center environments.
2007 — 2007
Vonscorp Data Solutions
Outbound Call Center Agent
Conducted cold calls to schedule business consultancy appointments.
