Olivia Sop
Montreal,QC
Summary
As an accomplished Team Lead in Quality and Customer Support, I excel in developing and implementing comprehensive training programs and quality management initiatives. With advanced training design and quality monitoring skills, I have consistently committed to achieving organizational goals and exceeding client expectations. My expertise in collaborating with diverse teams and leveraging technical and behavioral skills makes me a valuable asset.
Overview
1823
1823
years of professional experience
Work History
Customer Support Lead
Keywords Studios
01.2023 - Current
- Managed three games while fostering a positive work environment with a dedicated focus on enhancing client and customer satisfaction.
- Collaborated with cross-functional teams to resolve escalated player issues efficiently
- Leveraged insights from data and feedback to proactively identify and execute performance-enhancing initiatives, streamlining and optimizing customer support processes.
Quality Analyst Team Lead
Keywords Studios
01.202 - Current
- Significantly expanded the quality support team, effectively doubling its capacity, and spearheaded the entire hiring, training, and implementation process.
- Conducted root cause analysis, implemented corrective actions, and ensured compliance with organizational policies and client-specific requirements.
- Defined and tracked quality-related KPIs, delivering regular reports to management
- Collaborated across teams to understand and meet quality expectations, addressing concerns and driving improvement initiatives.
Education
M.D. - Educational Technology
Concordia University
Montreal09.2024
Bachelor of Arts - English And History Specialization
Concordia University
Montreal, QC01.2016
Skills
- Proficient in utilizing report tools, including Google Sheets, Excel, Power BI, and Looker Studio
- Firm grasp of the ADDIE model
- Team Management
- Course Material Creation
- Learning Strategies
- Learning Management Systems
Title
Quality and Customer Support Team Lead
Languages
English
Native or Bilingual
Timeline
Customer Support Lead
Keywords Studios
01.2023 - Current
M.D. - Educational Technology
Concordia University
Bachelor of Arts - English And History Specialization
Concordia University
Quality Analyst Team Lead
Keywords Studios
01.202 - Current
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