Results-driven professional with extensive experience leading teams, enhancing workflows, and delivering exceptional client service across outsourcing and customer care sectors. Adept at negotiation, data analysis, and process improvement.
Skilled in coaching, evaluating, and enhancing team performance through strategic feedback.
Experienced in negotiating payment plans and resolving client issues to maximize outcomes.
Proficient in designing and implementing efficiency strategies to improve team productivity.
Competent in creating reports and analyzing data using PowerBI, Tableau, and Excel.
Movate
Supervised agent performance through evaluations and feedback.. Participated in recruitment processes and conducted interviews for new hires.. Oversaw payroll reporting to ensure accurate employee payments.. Implemented continuous improvement programs and removed operational obstacles.. Coordinated workloads and conducted data analysis to optimize results.
Bill Gosling Outsourcing
Provided coaching and constructive feedback to enhance agent performance and engagement.. Developed workflow improvements and efficiency strategies.. Prepared daily, weekly, and monthly reports for internal and external clients.. Assisted in hiring, training, and onboarding new staff.. Communicated effectively with local and global teams to align objectives.
Bill Gosling Outsourcing
Negotiated payment arrangements with clients on overdue accounts.. Conducted initial investigations using online tools and internal systems.. Achieved revenue goals and maximized recovery rates.
Amazon Inc.
High School Diploma
Telematics Engineering
Electronic Engineering
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