Demonstrated experience with Global Operations Management.
Demonstrated experience with Headcount Planning.
Demonstrated experience with Staffing Optimization.
Demonstrated experience with Service-Level Performance.
CENTER-TEL BPO
Directed global operational strategies and collaborated with leadership to align performance with business goals., Managed headcount planning, staffing needs, and operational tracking systems., Delivered performance reports to team leads, QA managers, and the CEO., Managed client communications for activations, deactivations, and follow-ups., Oversaw internal company database for local operational tracking.
CENTER-TEL BPO
Managed workforce schedules, forecasting, and service-level performance., Implemented processes for real-time monitoring and staffing optimization., Collaborated with operations leaders to improve efficiency and meet KPI targets.
Teleperformance
Provided coaching and performance support to customer service agents., Analyzed quality metrics to identify improvement opportunities.
Teleperformance
High School Diploma
General Studies
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Demonstrated experience with Performance Support.
Delivered bilingual customer support and maintained high satisfaction scores., Promoted to Experienced Coach based on performance and leadership.