Customer Experience & Operations Specialist with 10+ years of experience in high-volume omnichannel customer support, escalation management, and Trust & Safety operations across technology, travel, e-commerce, and digital platforms. Proven track record in SLA adherence, QA & CSAT excellence, workflow optimization, and frontline coaching. Skilled in complex multi-regional case resolution, policy & compliance handling, performance monitoring, and delivering structured feedback that strengthens AI-driven systems and customer experience.
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• Reviewed and actioned 1,000–3,000 content cases daily against global Trust & Safety policies, consistently achieving 98%
accuracy and QA scores of 85–90%.
• Owned high-risk, sensitive escalations in partnership with Policy, Legal and Quality teams, delivering defensible decisions
under pressure.
• Acted as Team Lead: coached peers on escalations, SOP adherence and quality standards, improving team consistency
and performance.
• Monitored operational metrics (AHT ~10s, accuracy 98%) and turned insights into concrete performance and workflow
upgrades.
• Drove process improvements that reduced average handling time and raised consistency rates across the queue.
• Managed high-volume support for international Disney cruise guests, maintaining a 98.5% SLA adherence rate and
achieving a 96% CSAT score during peak booking seasons.
• Owned high-priority and escalated cases involving Disney platforms and services, driving resolution under
pressure and protecting guest experience.
• Delivered live coaching, technical assistance, and ongoing mentorship to frontline agents, raising team capability
and consistency.
• Communicated operational insights, recurring trends, and improvement opportunities to internal teams and client
stakeholders to support continuous service improvement.
• Delivered non-voice support across WhatsApp, email, and in-app channels while consistently meeting SLA and service
accuracy standards.
• Owned complex escalations by coordinating with clinicians and internal teams, driving timely resolutions that
strengthened client confidence in care delivery.
• Maintained and updated treatment plans with high attention to detail, achieving a 100% data accuracy rate and reducing
information discrepancies.
• Streamlined client–practitioner communication flows, reducing back and forth interactions by 20% and improving
response turnaround time by 15 minutes.
• Built long-term client relationships through proactive follow-ups and empathetic communication, supporting retention
and repeat engagement.
• Assess online advertisements for relevance and quality against user search intent and keyword accuracy, contributing
structured feedback that improves AI targeting and ranking models.
• Apply detailed evaluation guidelines with high consistency to support platform optimization and higher-quality ad delivery.
• Maintain precision across rating tasks to strengthen machine learning model performance for advertisement systems.
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