Results-driven Operations ManagerResults-driven Operations Manager

Key Achievements:

Improved compliance and accuracy — implemented a robust log review system for Compliance Monitoring & Reporting, strengthening settlement logs, controls reporting, and issue tracking (discrepancies, exceptions, etc.) Managed daily and weekly settlements across multiple merchants, including bank, settlement, and partner account reconciliations, with timely resolution of refunds and chargeback exceptions Boosted team productivity by 30% — through comprehensive training modules, reducing escalations across both in-office and remote teams Maintained zero discrepancies during audits — by leveraging Odoo and ServiceNow to securely manage financial transactions Increased operational transparency — integrated an hourly reporting system using Asana, improving communication and collaboration across remote teams Minimized downtime — spearheaded deployment of an emergency support protocol accessible remotely via Citrix Director and AnyDesk, ensuring continuous access to partner accounts Maintained optimal staffing and resourcing — coordinated with IT and HR using Office 365 and Zoom in a hybrid work environment Strengthened accountability — implemented a performance evaluation process aligning individual goals with company objectives across in-office and remote employees

Key Achievements:

Boosted customer retention — resolved product and service concerns effectively, contributing to a 10% increase in customer loyalty year-over-year Maintained strong customer satisfaction while managing high call volumes daily, achieving a customer satisfaction rate of 8/10 Increased sales by using product knowledge to upsell during service calls, growing cross-sales annually Improved service efficiency by streamlining internal processes — logging call information and solutions, which reduced response times Trained 50+ new employees on customer service best practices, cutting onboarding time and boosting team efficiency Standardized customer service policies across the team, reducing complaint escalation by 40% Enhanced service delivery by coordinating supplier delivery schedules around client needs, further improving retention