Virtual Assistant/ Executive Assistant/ Operations ManagerVirtual Assistant/ Executive Assistant/ Operations Manager
Francesca
ID Verified$2,000
per month
($11/hour)
Profile Description
Results-driven Operations Management professional with over 12 years of BPO experience across customer service, technical support, training, and people leadership. Proven track record in driving operational efficiency, improving KPIs (Repeats, CSAT, AHT, Productivity), leading multi-level teams, and partnering with cross-functional stakeholders to meet business goals. Highly proficient in CRM systems and Microsoft Office applications.
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
AI & Automation
Data & Analytics
Design & Creative
E-commerce & Marketplace
Human Resources
Marketing & Growth
Sales & Business Development
Specialized Skills
Virtual Assistance & Admin
Work Experience
Sr. Team Leader
Concentrix
Mar 2018 - Dec 2025
Job Responsibilities:
Managed daily operations for customer service and technical support teams, conducting metrics analysis to drive KPI and compliance goals while mentoring leaders and collaborating across departments to ensure performance consistency and continuous improvement
Sr. Trainer
Concentrix
Jun 2014 - Mar 2018
Job Responsibilities:
Designed and delivered training programs aligned with KPIs and client standards, creating materials and assessments to boost knowledge retention while addressing performance gaps through coaching and refresher sessions. Evaluated training outcomes and partnered with operations leaders to ensure effectiveness and continuous improvement.