Fatima E.

Hello! Thank you for visiting my Upwork profile. I’m Fatima, a bilingual customer experience professional with 7+ years of experience supporting enterprise brands including Samsung, Cricket Wireless, Hot Topic, and Wyndham Hotels. My background spans customer service, technical support, Quality Assurance, and team coaching. For 2.5 years, I supervised teams of 15–20 agents, monitoring calls for quality, tracking team KPIs and performance metrics, and delivering 1:1 coaching sessions to drive consistent service standards. I’ve also handled high-volume customer inquiries across phone, chat, and email, as well as customer escalations requiring patience, problem-solving, and attention to detail. What I bring to your team: 𝗕𝗶𝗹𝗶𝗻𝗴𝘂𝗮𝗹 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 — Fluent in English and Spanish, able to support diverse customer bases without language barriers. 𝗧𝗲𝗮𝗺 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 — Supervised 15–20 agents for 2.5 years, monitoring quality, tracking KPIs, and coaching performance. 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴 — Experienced in resolving complex technical issues for telecom, retail, and hospitality clients. 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗮𝘀𝘀𝘂𝗿𝗮𝗻𝗰𝗲 𝗺𝗶𝗻𝗱𝘀𝗲𝘁 — I don’t just handle tickets; I think about consistency, compliance, and the customer experience behind every interaction. 𝗥𝗲𝗹𝗶𝗮𝗯𝗶𝗹𝗶𝘁𝘆 — Deadline-driven, highly responsive, and comfortable working independently or as part of a team. I’m looking for long-term client relationships where I can contribute to operational excellence and genuinely improve the customer experience. Feel free to reach out — I’d be happy to discuss how I can support your team’s goals.