Catherine

Customer Support Team Lead | AI-Powered Operations Specialist | 7+ Years Leading

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Overview

Looking for full-time work (8 hours/day)

at $7.47/hour ($1,440.00/month)

Bachelors degree

Last Active

August 8th, 2026 (8 days ago)

Member Since

February 6th, 2026

Profile Description

I help businesses deliver exceptional customer support while improving operations and team performance. With 7+ years of experience in customer service, quality assurance, and team leadership, I specialize in resolving customer concerns, managing escalations, creating SOPs, monitoring KPIs, and streamlining workflows.

I have experience supporting international customers through email and live chat while leading teams to achieve high service standards. I also leverage AI tools like ChatGPT to improve productivity, documentation, and customer support processes.

If you're looking for someone who can take ownership, improve operations, and provide outstanding customer support, I'd love to help your business grow.

Top Skills

Professional Services » Management Services » Bpo Operations Management

Experience: 5 - 10 years

I help businesses build organized and efficient customer support operations by combining team leadership, process improvement, and performance management. My experience includes KPI monitoring, quality assurance, coaching, scheduling, SOP creation, workflow optimization, and customer escalation management. I focus on improving team efficiency, maintaining high service quality, and creating systems that enhance both the customer experience and business operations.

Customer Support

Experience: 5 - 10 years

Over 7 years of experience providing customer support for global brands through email, live chat, and ticketing systems. Experienced in handling escalations, resolving complex customer concerns, maintaining high customer satisfaction, and leading support teams. Skilled in creating SOPs, coaching agents, and using AI tools like ChatGPT to improve efficiency and response quality.

Customer Support » Customer Service

Experience: 5 - 10 years

Delivered exceptional customer service to customers across email and live chat for over 7 years. Skilled in resolving inquiries with empathy, professionalism, and efficiency while maintaining high customer satisfaction. Experienced in handling escalations, managing complex cases, and building long-term customer trust through clear communication and proactive problem-solving.

Other Skills

Office and Administration » Email Management

Experience: 5 - 10 years

Managed high-volume customer email communications by responding to inquiries, resolving concerns, handling escalations, and providing clear, professional, and empathetic support. Experienced in prioritizing urgent requests, maintaining organized inboxes, and ensuring every interaction reflects the company's commitment to exceptional customer service.

Project Management » Process Improvement

Experience: 1 - 2 years

Experienced in identifying workflow inefficiencies and implementing process improvements that enhance productivity, service quality, and operational consistency. Skilled in analyzing performance trends, developing SOPs, streamlining workflows, and recommending practical solutions that improve team efficiency and the overall customer experience.

Office and Administration » Quality Assurance

Experience: 5 - 10 years

Quality Assurance is more than scoring interactions—it's about improving performance through data and coaching. I have experience evaluating customer interactions, analyzing KPIs, ensuring policy compliance, identifying process gaps, and delivering actionable feedback that improves service quality, customer satisfaction, and operational consistency.

Office and Administration » Team Leadership

Experience: 5 - 10 years

I lead with a balance of accountability, coaching, and continuous improvement. My experience includes managing customer support teams, monitoring KPIs, conducting quality evaluations, coaching agents, handling escalations, planning schedules, and implementing process improvements. My goal is to build high-performing teams that consistently deliver excellent customer experiences while supporting business objectives.

Human Resources » Sop Writing

Experience: 1 - 2 years

Experienced in creating clear, user-friendly Standard Operating Procedures (SOPs), process documentation, and knowledge base articles to improve consistency and operational efficiency. Skilled in documenting workflows, simplifying complex processes, and ensuring teams have accurate, easy-to-follow resources for training and daily operations.

Customer Support » Chat Support

Experience: 5 - 10 years

Provided real-time chat support by assisting customers with inquiries, troubleshooting issues, resolving concerns, and handling escalations with professionalism and empathy. Experienced in managing multiple conversations simultaneously while maintaining fast response times, accuracy, and high customer satisfaction.

Office and Administration » Calendar Management

Experience: 6 months - 1 year

Experienced in coordinating schedules, managing appointments, organizing meetings, and maintaining accurate calendars to support daily operations. Skilled in prioritizing tasks, coordinating with team members, and ensuring schedules remain organized and up to date to improve productivity and time management.

Office and Administration » Google Workspace

Experience: 5 - 10 years

Experienced in using Google Workspace to streamline communication, documentation, and collaboration across remote teams. Skilled in creating reports, maintaining spreadsheets, developing presentations, organizing files in Google Drive, and using collaborative tools to improve workflow efficiency and productivity.

Office and Administration » AI Tools

Experience: 2 - 5 years

Experienced in using AI tools such as ChatGPT to improve productivity, streamline workflows, draft professional emails, create SOPs, generate reports, conduct research, and enhance customer support operations. I use AI to work smarter while ensuring accuracy, quality, and human oversight in every task.

Customer Support » Product Knowledge

Experience: 5 - 10 years

Experienced in quickly learning products, services, and company policies to provide accurate information and effective customer support. Skilled in troubleshooting product-related concerns, explaining features and benefits, and staying up to date with product changes to deliver confident and reliable customer assistance.

Marketing » CRM » Zoho CRM

Experience: 2 - 5 years

Familiar with using Zoho CRM to manage customer records, document interactions, update account information, and support daily customer service workflows. Comfortable learning new CRM features and adapting quickly to business processes and customer management systems.

Basic Information

Age: 31

Gender: Female

Website: Sign Up with Pro Account to View

Address: Jaen, Nueva Ecija

Tests Taken: None

Government ID: Sign Up with Pro Account to View

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BENCHMARKS

Loading Time: Base Classes	0.0007
Controller Execution Time ( Jobseekers / Info )	0.0264
Total Execution Time	0.0278

GET DATA

No GET data exists

MEMORY USAGE

1,646,080 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/info/4758223

CLASS/METHOD

jobseekers/info

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 29 (0.0151 seconds) (Show)

0.0003	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
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0.0003	SELECT * FROM `jobseekers_trust` WHERE `jobseeker_id` = '4758223'
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0.0003	`select * from teasers`
0.0003	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
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0.0003	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT * FROM notes WHERE employer_id = '0'`

HTTP HEADERS (Show)

SESSION DATA (Show)

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