Cris

Team Leader

Jul 2023 - Feb 2026 • 2 yrs 7 mos

 Led a specialized team in identifying and removing malicious activity, ensuring 100% compliance with strict safety and administrative policies.  Identifying process and work opportunities that can be automated or improved to remove any redundant process and manual tasks that can be automated  Conducted deep-dive Root Cause Analysis (RCA) on quality errors to implement corrective workflows, directly improving team accuracy and transactional efficiency.  Uphold Service Level Agreements (SLAs) by tracking volumes and presenting data-driven Business Reviews to stakeholders.  Managed high-pressure, night-shift workflows, ensuring all key performance indicators (KPIs) were met with precision.

Subject Matter Expert - Email Support

Feb 2023 - Jul 2023 • 5 mos

 Served as the final authority for complex policy clarifications and enforcement disputes, ensuring total alignment with client guidelines.  Performed spot-checks and quality audits on high-volume transactions to maintain record-keeping integrity.  Collaborated with global partners to identify operational trends and resolve unique cases with a professional and responsible approach.

Email Support

Dec 2021 - Jan 2023 • 1 yr 1 mo

 Investigated and re-evaluated administrative decisions for accuracy, overturning incorrect actions to mitigate risk and ensure process fairness.  Handled high-level account disputes by interpreting complex guidelines and communicating findings clearly in professional English.  Managed multiple project-based tasks independently with minimal supervision in a fast paced environment.