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Operations Manager with 10+ years of team leadership and process improvement
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Competencies
Utilized to enhance team performance, improve NPS scores, and implement effective disciplinary and coaching processes.
Applied to optimize operational workflows, lead process improvements in underperforming areas, and support campaigns.
Led teams, managed disputes, trained top performers, and supported operations as backup manager.
Used for results presentations, performance tracking, and implementing improvements based on data insights.
Education
Summary
Results-oriented Operations Manager with over 10 years in contact center environments. Skilled in performance management, process improvements, team leadership, and data analysis. Proven track record of enhancing operational metrics and team performance.
Key Achievements
- Boosted NPS performance from -29 to 47 through coaching and disciplinary strategies.
- Led 'New Coaching Structure Feedback' pilot, resulting in new coaching system implementation.
- Implemented process improvements and led campaigns, achieving operational efficiency and top performance.
Experience
Coach / Supervisor
Boosted NPS performance gradually from -29 to 47., Implemented strong disciplinary processes to handle big outliers that affected team metrics., Led 'New Coaching Structure Feedback' pilot, which allowed us to implement a new coaching system for tenure agents that might become...
Senior Agent
Completed projects and work assignments despite tight deadlines., Implemented process improvements in areas that were underperforming., Led Phone channel implementation for the campaign in May 2021.
Learning Specialist
Trained successful Waves, 23, 26, 30 getting Top Performers for the campaign., Led successful workshops to support the operations on interest topics.