Zephora Failden

I have 6 years work experience in Customer Service, both voice and non-voice accounts for various international companies.
My previous work was handling escalated issues submitted via chat and email and also handled escalated phone calls.
As an Account Team Lead, it was my responsibility to complete the day to day tasks without the supervision of the Customer Service and Operations Manager as I work remotely and during night time in New York. All reports must be submitted by the end of the shift to the Operations Manager to be checked during business/opering hours.
I also handled Quality Assurance for other staffs under my supervision regarding their email responses to customer inquiries received within the week and conducted monthly performance evalution.