Dynamic operations professional skilled in team development, process optimization, and client relationship management, with extensive experience in BPO and telecom sectors.
Led and developed teams across various roles including supervisors, agents, and support staff.
Streamlined operational processes to improve efficiency, reduce costs, and meet KPIs.
Managed relationships with clients through regular meetings, reports, and strategic planning.
Conducted quality checks, monitored KPIs, and provided coaching to enhance team performance.
ITERUM BPO
Managing clients across multiple verticals, Optimization of processes to improve efficiency and reduce costs, Projections, forecast and SLA, QA KPI’s, ABS, Attrition, Client Management, MBR, QBR, Development of high performance teams, and strategic thinking for decision-making, Budget management,...
OutPLEX
Development of the group of assigned supervisors, Weekly triad, and feedback sessions with the leaders, Hand by hand work for developing actions plans with the different support areas from the campaign, QA, WFM, HR, Training TA, Weekly and monthly business reviews, Developing, executing action...
Accedo, Altice
Conduct quality monitoring to maintain high standards of moderation, Present weekly trends, improvements, and PIP agents to the client during WBR sessions, Follow up daily and provide coaching based on our KPIs, focusing on productivity, QA, and escalations, Hold daily meetings with the client...
TDCX, Content Moderation Yubo
Business Administration
Administrative Technician
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