Francesca Vega

Lead, mentor, and evaluate a team of10+ Client Service Associates,
cultivating a high-performance environment to meet strict
corporate SLAs.
Act as the final escalation point for VIP and enterprise clients,
resolving high-state service delivery disputes and technical account
issues.
Monitor team performance dashboards, conduct quality audits, and
implement strategic coaching sessions to maintain an overall team
CSAT score above 95%.
Collaborate with senior management and software engineer teams
to align service workflows with upcoming platform updates and
client needs.

Supervised daily queue management and real time operations,
ensuring incoming client tickers were assigned and resolved
efficiently.
Served as the Subject Matter Expert (SME) for the account,
providing immediate floor support and technical guidance tojunior
team members.
Analyzed weekly client account, providing immediate floor support
and technical guidance tojunior team members.
Conducted a root-cause analysis on recurring system deployment
errors and compiled technical reports for the product development
system.

Managed full - lifecycle account relationships for a portfolio of
international corporate clients, serving as their primary operational
contact.
Translated intricate technical issues, bugs, and platform glitches
into clear, business friendly insights for non technical client
stakeholders.
Streamlined the onboarding and software system configuaration
processes for newly acquired accounts, accelerating their time-to
value.
Created standardized troubleshooting playbooks and base articles
to improve first-contract resolution rates accross the account.

Handled inbound and outbound technical support queries for
global clients, troubleshooting software workflows and user - access
issues.
Maintained detailed client histories, interactions, and system
configuration records within enterprise CRM platforms
(Salesforce/Zendesk)
Collaborated directly with backend IT support teams to track,
escalate, and resolve complex infrastructure ticketing queues.
Recognized for exceptional active listening and professional
composure, consistently exceeding individual monthly
performance and resolution targets.