Virtual Assistant – Advertising Specialist 2 My Amazon Guy | Nov 2024 – June 2025 Managed and optimized Amazon PPC campaigns across multiple accounts Analyzed performance data to improve ROAS and reduce ACOS Conducted keyword research and search term analysis to scale profitable campaigns Monitored budgets and reallocated spend to maximize conversion efficiency Prepared performance reports and actionable insights for clients Team Leader TTEC | Jan 2024 – June 2024 Led and coached a team of agents to meet sales and performance KPIs Monitored call quality, conversion rates, and customer satisfaction metrics Implemented strategies to reduce callbacks and improve first-call resolution Supported performance improvement plans and skill development Coach Support TTEC | July 2021 – Dec 2023 Assisted in performance analysis and agent coaching initiatives Provided data-backed recommendations to improve productivity and quality Tracked KPIs and supported sales-driven campaigns Technical Representative Tier III – Verizon Wireless & Home Internet TTEC | Aug 2020 – June 2021 Handled escalated customer concerns with high-level problem resolution Maintained strong customer engagement and retention Delivered technical solutions while identifying upsell opportunities Customer Service Representative – Amazon Startek | June 2019 – July 2020 Assisted customers with account and order inquiries Maintained high satisfaction and resolution metrics Customer Service Representative – Walmart iQor | Oct 2018 – June 2019 Handled inbound calls and supported customer transactions Resolved issues efficiently while maintaining quality standards