Salem Ricketson

Monitored infant and toddlers' developmental milestones and maintained detailed records in alignment with early childhood education standards. Built safe, structured classroom routines and partnered with community agencies to provide family resources, supporting whole-child development in a nurturing, compliance-focused learning environment.

Managed 130+ multichannel customer interactions monthly using cloud-based CRM platforms. Authored 55+ knowledge base articles, led training to boost QA scores by 15%, analyzed KPIs, and collaborated globally to resolve quality issues and enhance onboarding, retention, and service efficiency

Improved security compliance and customer satisfaction by coaching agents and auditing over 500 customer journeys. Led dispute investigations, identified fraud in high-priority cases, and implemented new authentication protocols, reducing failures by 20% and enhancing quality assurance metrics across departments.

Resolved high-level escalations with a focus on security and customer experience, maintaining top 5% QA scores. Created SEO-optimized content for hundreds of clients and collaborated cross-functionally, increasing client retention by 5% through enhanced communication and customer engagement strategies.