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Channel Operations Manager with 7+ years in Customer Support & Operations
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Competencies
Utilized tools like Power BI, Excel, and CMS Supervisor to analyze team performance and call metrics.
Developed coaching programs and supervised staff to meet operational goals across multiple roles.
Collaborated with product teams and managed budgets to ensure alignment with business objectives.
Ensured high standards of customer support through issue resolution, staff training, and process improvements.
Developed and maintained dashboards and performance reports to monitor and drive results.
Education
Languages
Summary
Experienced manager skilled in performance analysis, staff development, and operational planning within customer support environments.
Key Achievements
- Managed performance reports and dashboards to track key metrics at ClearView
- Forecasted staffing needs and developed mitigation strategies at Comdata España & Latam
- Led process improvements and staff training to enhance customer service standards at Focus El Salvador
Experience
Channel Operations Manager
Tracked goals and tasks to guarantee the overall success of the channel, Managed and populated performance reports and dashboards for key metrics, Developed and coached team members to ensure they were empowered to drive results, Maintained close collaboration with Product Managers to meet business goals
Workforce Coordinator
Directed financial activities, including project budgets, Collaborated with teams and executives on company operations and goals, Forecasted staffing needs, ensuring alignment with contact volume and headcount requirements, Developed mitigation strategies to meet Enterprise Service Levels effectively
Director
Maintained updated knowledge of company products and services across all staff levels, Resolved complaints and improved processes to prevent future issues, Drove efforts to achieve sales/retention targets and formulated plans for growth, Communicated progress of initiatives to stakeholders and forecasted key account metrics
Workforce Analyst
Analyzed team and individual statistics, preparing reports and devising incentive programs, Supervised administrative processes and provided real-time monitoring through tools like Avaya CMS Supervisor, Generated staffing schedules and call volume forecasts, ensuring efficient resource allocation
Customer Service Supervisor
Analyzed team and individual statistics, preparing reports and implementing improvement programs, Investigated and solved customer issues, ensuring a high standard of service, Trained staff to consistently deliver exceptional customer experiences