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Customer Service & Operations Manager with 10+ years in BPO industry
Contact
Competencies
Oversaw daily operations, team management, and process improvement in BPO contact centers.
Managed staffing, scheduling, and SLA compliance for multiple client accounts.
Designed and implemented training programs, monitored support channels, and ensured quality standards.
Acted as primary point of contact for client communication and process improvement initiatives.
Conducted research, data analysis, and reporting for operational insights and strategic planning.
Education
Languages
Summary
Experienced manager with expertise in contact center operations, training, quality assurance, and client relations within the BPO industry.
Key Achievements
- Led cross-LOB project at Teleperformance, research and analyze key information
- Managed training development, onboarding, and continuous improvement strategies at American Customer Connections
- Supervised multiple teams across diverse roles including Sales, QA, and Workforce Management at StarTek and TeleTech
Experience
Content Moderator
Back Office support for the Trust & Safety Dept. of a renowned Tech Company., Led the first ‘cross-LOB’ Project within said organization, which involves researching, analyzing, and presenting important information [major events & breaking news] within the organization, aside from...
Training/QA Manager
In charge of both departments and direct PoC for client communications., Developing training materials and product knowledge “wikis”, scheduling and forecasting, new hire onboarding, coaching current employees, assisting supervisors/team leaders with mentoring exercises, and conducting process...
Quality Assurance. Sales & Product Trainer
Quality Assurance Specialist monitoring live phone, email and chat support channels for Customer Service, Tech Support, and Payment Processing accounts in the Sports & Finance Industries.
Business Marketing Manager & Sales Supervisor
Project Manager for Ecological Sustainability Initiatives and Community Outreach., Supervising and assisting 2 Team Leads and approximately 10 freelance Sales Associates.
Ops Manager
Initially hired as Sales Agent for Google Ads/SEO, but soon promoted to Account Supervisor., In charge of SLA Tracking & Client Communications, as well as WFM & Payroll., Finally promoted to Floor Manager handling 3 different teams for LOBs ranging from Online Marketing to...
Sales Agent, QA Specialist, Product Trainer & Supervisor
Inbound Sales agent for VOIP Terminals and Plans., Later promoted to Quality Assurance., Finally promoted to Supervisor and Salesforce Trainer, as well as serving additional roles as Recruitment, ‘Salud Ocupacional’, and Workforce/Forecasting.
Tech Support, Sales, Collections & Workforce Supervisor
Customer Service agent for various roles/departments servicing a California ISP., Promoted to SME/Backup Supervisor., Finally promoted to Avaya/Workforce Supervisor.
Customer Service, Sales & Collections
Bank Mortgage Loan Processing, Customer Service, and Collections agent., Additional training received for ‘Salud Ocupacional’ and Scheduling/Forecasting.