Supported the team lead and team by managing customer inquiries, processing refunds, handling live chat, email, and communications to enhance customer service operations.

Demonstrated leadership by hosting upskilling sessions on best practices and explaining complex topics like card statements, breaking them down into clear, digestible steps. This initiative improved team confidence, knowledge retention, and overall performance, reflecting the commitment to shared success.

Trained team members on workflow optimization, created training materials, and implemented macros to improve consistency and efficiency across support processes.

Compiled detailed end-of-shift reports to assist the team lead in monitoring productivity and identifying areas for improvement.

Created Notion space for documentation with thumbnails, visual guides and pdfs.