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Senior Operations Manager with 4+ years in BPO and Telecom Industries
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Competencies
Proficient in designing and optimizing operational processes to enhance efficiency and service quality.
Experienced in managing cross-functional teams and projects to ensure timely delivery and strategic goals.
Skilled in acting as primary liaison to resolve client issues promptly, boosting satisfaction and loyalty.
Capable of leveraging data insights to identify improvement opportunities and support quality initiatives.
Education
Languages
Summary
Senior Operations Manager with over 4 years of experience in BPO and telecom sectors, leading international launches, strategic initiatives, and quality improvements. Adept at cross-functional leadership, client relations, and operational excellence to drive business growth.
Key Achievements
- Founded and led operations in Belize for Nintendo account, driving brand alignment and customer satisfaction.
- Successfully launched new business units, enhancing operational performance and stability at Capgemini Guatemala.
- Managed critical escalations for Wi-Fi and IPTV services, ensuring swift resolution and client retention.
- Implemented quality frameworks at Allied Global, improving client satisfaction and revenue protection.
- Led international market launches in Brazil and Jamaica, expanding company footprint and service reach.
Experience
Senior Operations Manager
Founded operations in Belize to support and further develop the Nintendo account, ensuring alignment with brand standards and consumer expectations.. Led international launches in Brazil and Jamaica, contributing to account expansion and strengthening long-term client relationships.. Directed cross-functional teams to ensure KPI achievement, contractual compliance, and high levels of client satisfaction.
Escalation Manager
Served as primary liaison between corporate clients and internal teams, ensuring timely resolution of technical and operational issues.. Managed critical escalations related to Wi-Fi and IPTV services, safeguarding service continuity and supporting account retention.
Senior Operations Manager
Led the launch of a new business unit, implementing strategic initiatives to accelerate performance improvement and operational stability.. Directed cross-functional teams to consistently achieve business and commercial objectives.
Corporate QA Manager
Led data analysis and performance reporting to identify improvement opportunities and support revenue protection strategies.. Implemented quality frameworks that strengthened client satisfaction and operational efficiency.
Project Manager
Managed projects related to the launch of new services and systems, ensuring timely delivery and operational readiness.. Leveraged data analytics to identify improvement opportunities, driving process optimization and operational efficiency.