Amira F.

Assistant Manager/Trainer/Supervisor/Tier 2 Technical Support

Metro Manila

Overview

Adaptable and seasoned customer operations leader with a rich history in high-velocity call center environments. My career bridges technical expertise—including Tier 2 Tech Support and specialized Fraud Analysis for top-tier US financial institutions—with 8 years of combined leadership as a Trainer, Supervisor, and Assistant Manager. I view every new challenge as a learning opportunity to sharpen my skill set and improve team performance. I am currently seeking a role that utilizes my extensive background to drive results while offering a sustainable work-life balance.

Skills and Tools

• Customer Support
• Chat Support
• Phone Support
• Ticket Management
• Email Support
• Complaint Resolution
• LiveChat
• Technical Support
• Tier 2 Support
• Tier 1 Support
• Customer Retention
• Customer Onboarding
• CSAT Surveys
• Escalation Management
• Remote Support
• Call Center Operations
• Conflict Resolution
• BPO Operations
• Quality Assurance
• Customer Success
• Knowledge Base Management
• NPS Management
• Training Facilitation

Work History

• Assistant Manager/Trainer/Supervisor

  iQor Phils, full_time

  May 2018 to Present