Xeniya Z.

With six years of experience at iHerb, one of the largest online marketplaces, I have progressively advanced through key roles in customer experience. I began as a customer service specialist for five years, where I honed my expertise in delivering exceptional customer experiences. After successfully working as a QA Analyst for one year, analyzing and enhancing service quality by reviewing agent responses and ensuring adherence to internal policies, I have now transitioned to my current role as Workforce Management Lead Specialist. In this position, I leverage my comprehensive understanding of both frontline operations and quality assurance to drive continuous improvement and optimize team performance.