Customer Support Team Leader for a travel agency with experience as QA Analyst, Customer Support Agent, Debt Collector, and B2B Sales Agent.

I am currently working as a team lead for the nightshift department and a QA analyst. My duties include, but are not limited to:

Monitor service and customer service emails, chats, and calls to assess employee demeanour, technical accuracy, service performance, and conformity to company policies and procedures. Compiling monthly reports for agents KPIs and quality assessments through Google sheets, Microsoft PowerPoint, Excel, and Word. 

Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures.

My role as an agent also allowed me to gain experience in helping customers find the right service, amend, and liaise between customers and other service providers. Communicating with customers by email, phone, chat and face-to-face. Investigating and solving customer problems are rather easy, but you will occasionally face a complicated issue