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Competencies
Demonstrated experience with Operations Management.
Demonstrated experience with Customer Satisfaction.
Demonstrated experience with Team Management.
Demonstrated experience with KPI Optimization.
Demonstrated experience with Lean Six Sigma.
Education
Languages
Experience
Operations Manager
Lead operations in a high-volume BPO contact center, optimizing service delivery, efficiency, and quality assurance., Develop and implement operations management strategies to exceed KPIs and SLAs., Provide leadership and coaching to supervisors and agents, improving engagement and performance., Utilize data analytics to identify trends, reduce operational costs, and implement continuous improvement initiatives.
Senior Supervisor
Supervised daily BPO operations, ensuring compliance, productivity, and customer success., Provided leadership and team management for agents and supervisors, resolving escalations and improving client satisfaction., Implemented training and coaching programs to enhance employee performance and reduce turnover., Collaborated cross-functionally to streamline workflows and achieve operational excellence.
Customer Service Analyst
Analyzed customer interaction data to improve customer service quality and drive process improvements., Monitored calls, emails, and chats to ensure compliance with contact center standards., Conducted audits of service processes to identify gaps and enhance efficiency., Supported leadership teams with reporting and performance trend analysis.