Brief Introduction

Working as an Operations Manager in an omni-channel account, handling membership, tech, and customer service sides of a retail business. Experienced in outbound telemarketing, subscription sales, hotel reservations, shared services, and financial campaigns in the past. Skilled in people, performance, and change management. Expert in coaching, client and vendor relationships, training facilitation, and process innovation. More than 17 passionate years in the call center/BPO industry. Compassionate leader with a degree in Mass Communications.

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Skillset

• 5 years of relevant experience
• Operations management
• Leadership
• it leadership
• PowerBI
• Coaching
• Issue Ecalation
• Client management
• perfomance management
• Call audits

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Work Experience

• Operations Manager

  Sep 2019 - Oct 2024

  
  
  • Coach and develop team leaders’ ability to lead through the "coach to success" methodology. Manage client and vendor relationships, and lead business reviews. Oversee staffing, risk, compliance, and performance management. Tools used: PowerBI, Microsoft Excel Reason for Leaving: For career growth and advancement
  • He looks for a bigger challenge and better opportunity.
  
  

• Associate Operations Manager

  Feb 2018 - Mar 2019

  
  
  • Managed team operations, focusing on improving performance and customer satisfaction. Led process improvements and implemented strategies to drive team efficiency. Responsible for overseeing team performance and meeting operational goals. Reason for Leaving: Due to health reasons.
  
  

• Team Leader / Trainer

  Apr 2010 - Feb 2018

  
  
  • Team Leader: Served as a subject matter expert and handled escalated issues. Inspired, coached, and developed employees based on their individual areas for improvement (AFIs). Performed call audits and created performance assessment plans. Analyzed and improved work processes and policies. Promoted employee engagement through recognition and rewards (R&R). Trainer: Conducted product and supplemental training using established training guidelines and methodologies. Provided feedback to trainees on their performance. Created training materials and documented conference and departmental policies and processes.
  
  

• Service Center Supervisor

  Jun 2009 - Apr 2010

  
  
  • Conducted transaction monitoring and provided behavioral coaching. Worked closely with the onshore team and the Training & Quality (T&Q) department to align processes. Handled escalated calls and special handling cases to resolve critical issues. Maintained excellent employee service satisfaction and implemented processes and change management. Performed workforce management, scheduling, budget management, and service level metric monitoring.
  
  

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Education

• Degree: Bachelor of Science

  Major: Duration: Jun 2003 - Mar 2007