Technical Services Specialist — Client Relations Lead
Ibex (SquareTrade International Campaign)
Apr 2024 - Feb 2025 (11 months)
• Served as the primary point of contact for international clients as part of SquareTrade's U.S.-facing campaign, delivering professional support in English across all communications.
• Held the position of leading agent, coaching and mentoring team members in negotiation, professional communication, and client handling best practices.
• Contributed to developing and implementing strategies for client retention and service quality improvement, directly impacting satisfaction scores.
• Gathered, reviewed, and organized client documentation and case information to support timely and accurate service resolution.
• Collaborated with internal teams to streamline workflows, improve reporting processes, and ensure consistency in client follow-ups.