About

I am a dedicated professional and a Bachelor of Science in Hospitality Management graduate with over five years of progressive experience in high-volume customer service and technical support environments. My career has evolved from handling front-line customer inquiries and processing payments to serving as a Subject Matter Expert (SME), where I acted as the definitive authority for complex "Tier 3" technical issues and billing disputes. I have a proven track record in Workforce Management, specifically in creating employee schedules aligned with forecasted demand and performing Real-Time Management (RTM) to adjust staffing during unexpected volume spikes. With a typing speed of 40+ words per minute and proficiency in CRM software and Microsoft Office, I combine technical troubleshooting expertise with strong organizational skills to ensure operational efficiency and high-quality service delivery.

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