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Operations Supervisor at SkyCom
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Competencies
Expertise in evaluating communication quality, ensuring compliance, and enhancing customer interactions.
Proficient in supervising, motivating, and managing virtual teams across diverse locations.
Skilled in developing standard operating procedures to streamline operations and ensure consistency.
Adept at producing insightful reports using Excel, BI dashboards, and visualization tools to drive improvements.
Education
Summary
Dedicated operations professional with expertise in quality audits, remote team leadership, and process optimization. Proven track record in enhancing service delivery and operational efficiency across contact centers and virtual teams.
Key Achievements
- Led a team of 20+ agents, improving performance and service quality in a high-volume contact center.
- Developed and analyzed operational reports, driving data-informed decision-making and process improvements.
- Supervised remote teams, ensuring KPI compliance and maintaining high standards of quality and professionalism.
- Audited resident communications for quality, professionalism, and compliance, enhancing customer experience.
- Managed team performance reporting and coaching to optimize operational efficiency.
Experience
Experience Analyst
Audited resident-facing communications (calls and SMS) for quality, professionalism, and compliance across multiple teams., Prepared weekly performance reports using Canva, Google Sheets, and templates to highlight KPIs, wins, and areas for improvement., Managed cross-team feedback loops and documentation to support service excellence and accountability., Optimized workflows using tab groups, Notion templates, and AI tools (e.g., ChatGPT) to improve turnaround times and quality.
Team Lead
Led an international remote team of virtual assistants supporting U.S.-based insurance agencies, ensuring quality service delivery and KPI compliance., Oversaw team performance reporting, bonus allocation, and payroll prep using shared documentation and Excel., Managed interview and hiring coordination from the operations side; conducted initial screenings and facilitated onboarding for new team members., Streamlined internal processes for SOP creation.
Operations Supervisor
Supervised a 20+ agent team in a contact center environment, providing coaching, QA reviews, and performance management., Produced and analyzed operational reports using Excel and BI dashboards to drive improvements in efficiency and customer satisfaction., Streamlined data handling for billing, hours, and productivity to reduce errors and improve decision-making., Acted as a direct support point for escalations and quality assurance in a high-speed, client-facing environment., Took initiative in process documentation and internal knowledge base updates to support team success., Streamlined internal processes for billing, reporting, and weekly deliverables using templates and automations.