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Customer Experience Manager with 8+ years of leadership in BPO industry
Contact
Competencies
Led daily customer service operations, coaching teams, and ensuring quality at Alorica.
Performed process audits and monitored agent performance to maintain compliance and continuous improvement.
Processed customer orders with high accuracy and managed complex discrepancies across multiple functions.
Utilized SAP, Salesforce, Power BI, and Microsoft Excel to support operational and analytical tasks.
Education
Languages
Summary
Customer Experience professional with over 8 years in contact center management, quality assurance, and process optimization. Skilled in leading teams, analyzing performance data, and leveraging technical tools to enhance service quality.
Key Achievements
- Managed daily operations and coached teams at Alorica, ensuring high performance and quality standards.
- Conducted data analysis and audits as a Quality Analyst to ensure compliance and drive process improvements.
- Processed and validated customer orders and managed complex cases, maintaining strict quality and productivity metrics.
Experience
Team Manager Customer Experience
Overseeing daily operations, Coaching teams, Ensuring quality and performance standards, Driving continuous improvement through effective leadership.
Quality Analist
Ensuring accuracy, compliance, and continuous process improvement through data analysis, audits, and performance-driven recommendations., Monitoring and evaluating agent performance across order processing, email management, and case resolution to ensure compliance with quality standards and client...
Backoffice Agent
Processed and validated customer orders with high accuracy, Managed complex cases and discrepancies, Met strict quality and productivity metrics, Collaborated cross-functionally to ensure timely and accurate order fulfillment.