Operations Manager Customer ServiceOperations Manager Customer Service
Jay
$1,200
per month
($7/hour)
Profile Description
Results-driven Operations and Service Delivery Manager with over 13 years of expertise directing multi-channel digital customer support and back-office technical campaigns. Proven track record of managing production floors of up to 150 front-line agents and 7 team managers, optimizing SLAs, CSAT, AHT, and FCR. Adept at leveraging metrics governance and the 3Ps performance framework (People, Product, Policy) to drive operational excellence across BPO toolchains including Zendesk, Salesforce Comme...
Top Skills
Skills & Expertise
Skill Levels Explained:
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Customer Success
Data & Analytics
Virtual Assistance & Admin
Human Resources
Work Experience
Service Delivery Manager
Intelegencia
Sep 2024 - Oct 2026
Job Responsibilities:
In 2024, I transitioned to Intelegencia as a Service Delivery Manager and Operations Manager, taking on higher-level account oversight and service governance. In this role, I served as the primary point of contact for key client stakeholders, managing Virtual Assistant (VA) and customer service teams to ensure seamless end-to-end operations. My focus expanded heavily into SLA and KPI governance, r...
Operations Manager
Alorica
Oct 2021 - Sep 2024
Job Responsibilities:
My time at Alorica from 2021 through September 2024 was a journey of steady growth, moving from the front lines of customer service all the way to senior operational leadership. I started out as a Customer Service Representative, handling complex e-commerce, order, payment, and account concerns for major accounts like Amazon. After building a strong foundation, I stepped into a Team Manager role i...