Alexia - Operations Supervisor at SkyCom

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.

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.

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.

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.