I bring two years of experience from Sutherland Global Services, where I managed three different accounts with consistent success. My initial role as a Technical Support Representative for Quicken involved assisting customers with software issues, particularly in bank statement downloads, while consistently achieving a 95% customer satisfaction rating. I efficiently processed orders, refunds, and updated billing information, maintaining a 98% accuracy rate. Following this, I joined Florists' Transworld Delivery (FTD), handling 50-60 inbound calls daily to support customers in placing accurate flower orders. This role allowed me to maintain a 97% order accuracy rate, helping to drive a 20% increase in repeat orders due to positive customer feedback. My final account at Sutherland was with McAfee in a retention role, where I successfully managed refund requests with an objective of retaining clients through alternative service offerings. I achieved a 60% retention rate and contributed to a 15% increase in team retention metrics by skillfully balancing customer needs and service options. In 2024, I transitioned into freelance work, initially managing an HVAC appointment-setting campaign targeting the U.S. market, consistently hitting a 95% weekly target and increasing qualified appointments by 10% for the client. Currently, I am working in a lead generation role with an Australian client, maintaining a 20% conversion rate on qualified leads, and consistently exceeding my weekly targets by 110%. Additionally, I hold a position as a Senior Outreach Specialist, where I engage with school teachers throughout Singapore. In this role, I provide comprehensive support in delivering and tailoring educational programs designed to enhance academic performance and life skills for students. This initiative has enabled educators to access resources that improve the learning environment and help students excel in both academic and personal growth. With this background, I am confident in my ability to contribute to your team. My track record in client support, retention, and outreach is complemented by a commitment to empowering others and exceeding expectations. Thank you for considering my application—I look forward to the opportunity to bring my expertise to your organization.