I am a dedicated professional with over 13 years of experience in the BPO industry, specializing in customer service, technical support, and team management. Throughout my career, I’ve cultivated a strong commitment to excellence, always striving to ensure customer satisfaction, improve processes, and empower the teams I’ve led. As a Team Leader at Sagility, I learned the value of fostering collaboration, motivating individuals, and addressing challenges with strategic solutions. My role involved monitoring performance, coaching agents, and handling escalations, all while ensuring high service standards were met. Before that, I spent several years in healthcare support, where I developed a meticulous eye for detail, managing claims investigations, appeals, and eligibility checks with accuracy and care. My experience also includes roles in technical support and sales, where I assisted customers with troubleshooting, product inquiries, and resolving billing concerns. These positions taught me how to simplify complex issues, provide clear communication, and remain patient under pressure. Beyond my professional life, I value resilience and a strong work ethic, principles I learned from my father, who worked tirelessly to provide for our family. His example inspires me to approach my work with integrity and a genuine desire to make a difference, whether for a customer, a team member, or a client. I pride myself on being adaptable, resourceful, and eager to embrace new challenges. Whether managing a team, supporting operations, or solving problems, I aim to create positive outcomes and build meaningful connections. In all that I do, I bring empathy, a solutions-oriented mindset, and a commitment to continuous growth.