Alexis - Operations Manager with 10+ years of service excellence and process improvement

Managed daily contact center operations, ensuring efficiency, productivity, and service quality.

Developed and implemented strategies to streamline processes, enhance efficiency, and improve performance.

Led, mentored, and trained supervisors, team leads, and frontline agents to meet performance goals.

Monitored KPIs, conducted quality audits, and maintained high service standards.

Oversee the daily operations of the OPI/VRI contact center, ensuring efficiency, productivity, and high-quality service delivery., Drive strategic initiatives to optimize workflows, enhance interpreter performance, and maintain service excellence., Monitor and analyze key performance indicators (KPIs) such as ASA, AHT, SL, QA scores, interpreter utilization, and customer satisfaction., Develop and implement targeted improvement strategies to enhance overall performance and efficiency., Lead, mentor, and develop supervisors, team leads, and frontline agents to achieve performance and engagement goals., Foster a positive work environment that encourages collaboration, accountability, and continuous growth., Identify inefficiencies and implement process improvements to streamline operations and enhance interpreter productivity., Leverage data-driven insights to optimize workflows and improve overall service delivery., Collaborate with clients, internal departments, and leadership to ensure alignment between operations and business objectives., Maintain strong communication channels to address client concerns and drive customer satisfaction., Ensure proper staffing, scheduling, and forecasting to meet service demand while maintaining cost efficiency., Work closely with workforce management teams to balance resources and optimize shift coverage., Ensure adherence to company policies, industry standards, and regulatory requirements in OPI/VRI services., Conduct regular quality audits and implement corrective actions to uphold service excellence., Oversee payroll activities, including processing employee payments, tracking time records, and ensuring compliance with payroll regulations., Develop compelling content for various channels, including graphic content for social media, emails, and ads.

Analyze the after-sales process and the development of an improvement plan for each country in the region., Monitor the field quality problems with the dealers to shorten quality issues., Improve the dealers’ service operation and workshop visit frequently (Service Retention) thereby increasing customer satisfaction and dealers’ profit., Collect the field quality problems info via Technical Information Report from the dealers as well as promote the dealers to issue the warranty claims., Conduct a monthly telephone conference with the Isuzu Factory to review field quality issues, prioritize problems, and accelerate resolution., Provide training to dealership staff on the warranty system and its processes as needed., Support dealers in addressing technical inquiries by coordinating with the Isuzu Factory., Conduct face-to-face meetings with regional dealers to support continuous improvement., Collect the best practice related to the customer handling process throughout the region., Attend the yearly After Sales World Conference in Japan or Thailand., Benchmark the competitors in the region and rectify the dealers’ periodical maintenance menu/cost to the appropriate level for further workshop visit frequency., Introduce the workshop visit frequently as the annual KPI and monitor its progress in all the countries to prepare and explain to the dealers the customer handling process improvement presentation for service area., Monitor and evaluate customer needs and competitor activity in every market in the region to ensure that the aftermarket marketing campaigns are relevant and well-targeted.