Deisha M.
Senior Customer Service Team Leader
Open to offersNew to PlatformAbout
Deisha M. is a seasoned Customer Service Team Leader with over 9 years of experience orchestrating high-volume operations in customer service settings. At TaskUs (2022-2026), she led a team of 10-15 agents, ensuring exceptional performance and meeting rigorous service standards, managing at least 120 daily email tickets utilizing Salesforce. Her strategic approach resulted in a 20% reduction of escalations. During her tenure as a Virtual Assistant for FY International LLC (2024-2026), Deisha managed order operations across major platforms like Amazon, Walmart, and Newegg, maintaining a customer satisfaction rate exceeding 95%. While at Sutherland Global Services (2016-2022), she performed quality audits, improved process efficiencies, and provided insights that elevated QA scores to above 95%. Deisha's expertise in Quality Assurance, CRM systems, and e-commerce operations reflects her commitment to enhancing team performance and aligning daily operations with broader business objectives.
Experience
Customer Service Team Leader
TaskUs · 2022 — 2026Oversee daily operations for a high-volume email support team managing a minimum of 120 tickets per day. Supervise and coach a team of 10–15 agents to ensure performance consistency and accountability. Utilize Salesforce for tracking performance, case management, and timely resolutions while maintaining quality and service standards across KPIs.Virtual Assistant (E-commerce Operations)
FY International LLC · 2024 — 2026Facilitate the management of 100-150 daily orders through platforms such as Amazon, Walmart, and Newegg. Respond to 60–100 customer inquiries on a daily basis via email and chat, achieving over 95% customer satisfaction through effective issue resolution. Use Amazon Seller Central to manage order tracking and support while enhancing workflow efficiency.Customer Service QA Specialist
Sutherland Global Services · 2016 — 2022Conduct audits on over 100 interactions each week to ensure compliance and accuracy. Identify process gaps to mitigate recurring issues and provide performance insights through detailed reports that aid in operational decision-making. Strive to maintain and enhance QA scores to above 95% across teams.
Skills & Expertise
Education
- ASSOCIATE DEGREE IN INFORMATION TECHNOLOGYI.S. School of Technology and Skills Development Inc. · 2012 — 2014
Interested in this professional?
Sign in as an employer to save this profile or invite Deisha M. to a job.
Sign in as an employer