Customer Service, Operations ManagerCustomer Service, Operations Manager

Key Achievements:

● Directed end-to-end operations for over 400+ FTE (Voice & Non-voice account) and program operations for large-scale teams, driving continuous improvements in CSAT, AHT, and Sales Conversion. ● Propelled site performance ranking by 4–5 positions monthly out of 46 competing global sites; successfully stabilized operations and protected client SLAs despite a high-density 30% newbie agent population. ● Spearheaded strategic alignment with global clients and internal partners (Recruitment, Training) to optimize talent acquisition and onboarding quality. ● Managed revenue-impacting operational metrics, aggressively identifying performance and process gaps to achieve significant cost reduction and maximize profitability. ● Key Achievement: Championed operational strategie

Key Achievements:

● Managed, mentored, and held a team of Operations Supervisors accountable for cluster performance, establishing a robust internal leadership pipeline. ● Synthesized complex operational data into actionable insights, presenting high-level business reviews and strategic recommendations to senior executive leadership and external global clients. ● Oversaw daily queue management, digital contact channel routing, and real-time SLA adherence for chat and digital messaging workflows. ● Key Achievement: Awarded Top Operations Manager at both the Client and Program levels (December 2020) for outstanding delivery and scorecard excellence.

Key Achievements:

Led and developed a frontline team of 15–20 customer experience professionals, utilizing data-backed real-time coaching to rapidly bridge performance gaps. Key Achievement: Recognized as Top Supervisor (Overall Scorecard Winner) across the Continuum Global network (September 2019).