Abegail L.
Mid-Level Operations Team Lead
Open to offersNew to PlatformAbout
Abegail B. is an experienced Operations Team Lead with a comprehensive background in the technical support and customer service sectors, particularly within the software-as-a-service (SaaS) domain serving the convenience retail industry, as well as telecommunications. At TTEC for clients like PDI, Skupos, Otter, and FASHIONPHILE, she has managed teams, overseen program KPIs, and demonstrated expertise in reporting and dashboard creation. Her responsibilities have encompassed assessing call quality metrics, auditing communications, providing feedback, and resolving escalations, both as a lead associate and a quality evaluator. Abegail B. has also delivered technical troubleshooting for network and account issues via chat and phone, working to enhance operational performance through client collaboration and quality assurance initiatives for clients such as Virgin Media UK and Skupos.
Experience
Operations Team Lead
TTEC | PDI - Skupos, Otter, FASHIONPHILE · 2023 — 2025Focused on meeting client and program KPIs while managing team requirements and engaging in multiple programs that necessitated expertise. Responsibilities included developing operational and client reports, assessing conversation quality metrics, and collaborating with clients to resolve issues.Lead Associate
TTEC | Skupos · 2022 — 2023Provided support while addressing client escalations and served as the primary subject matter expert for the team. Assisted in team management and monitored daily performance, audited calls, and offered immediate feedback.Technical Support Representative
TTEC | Skupos · 2021 — 2022Handled network connection issues, resolved file errors, and addressed account management inquiries primarily through chat and phone interactions for a software-as-a-service company focused on the convenience retail industry.Sr. Quality Evaluator
Concentrix | Virgin Media UK · 2019 — 2021Monitored and evaluated calls to extract valuable insights while developing and sharing reports with clients and the Operations team to identify site opportunities and improve performance.Customer Support Representative
Concentrix | Virgin Media UK · 2018 — 2019Engaged with customers across various business lines through multiple channels, including phone and messaging, to provide product information, address billing questions, and offer technical support.
Skills & Expertise
Education
- High School DiplomaMiriam College · 2010 — 2014
- Elementary School DiplomaParang Elementary School · 2004 — 2010
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