Nanette S.

Nanette E. is a seasoned professional in the BPO industry, bringing over a decade of experience in customer service, operations support, team leadership, and performance management. As a Coach Level 2 at ePerformax Contact Center, she effectively conducted coaching sessions and managed performance reviews to elevate team productivity and customer service outcomes. She is adept at preparing reports and monitoring KPIs, such as AHT, CSAT, and QA scores, utilizing tools like Microsoft Excel and Power BI. Her scope of responsibilities included coordinating with the QA and Operations teams to streamline process improvements and maintain operational goals within fast-paced environments. Alongside her coaching duties, she excelled in the role of a Team Lead & Subject Matter Expert, handling escalations and ensuring team KPI achievements. Additionally, Nanette has pursued further expertise in virtual bookkeeping, completing a 40-hour Xero Bookkeeping Masterclass with a focus on Australian bookkeeping processes. Her advanced skills in Xero, remote collaboration tools, and attention to detail make her a valuable asset in any virtual assistance and administrative support role.