- Managed and mentored a team of 6 customer support agents in a high-volume, fast-paced environment. - Resolved complex customer issues and escalations, achieving a customer satisfaction increase from 6.4 to 9.3 over two years. - Streamlined workflows and introduced chatbot automations, cutting response time by 2.5x. - Developed training manuals and led onboarding for new hires to ensure high-quality service. - Monitored KPIs and service metrics, conducting regular performance reviews and coaching sessions. - Collaborated cross-functionally to enhance customer experience and ensure seamless service delivery.

- Delivered workshops and training sessions focused on communication, service orientation, and quality assurance. - Coached staff on effective interaction with students and external stakeholders, enhancing service standards.

- Oversaw academic communications and reporting, ensuring clarity and responsiveness to student/parent inquiries. - Conducted presentations and maintained transparent dialogue with the board of trustees.