Brief Introduction

To be employed in your Company in a position that fits my qualifications and at the same time would offer me a great opportunity for advancement.

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Skillset

• 4 years of relevant experience
• Business Objectives
• Managerial Skills > Team Management
• Service Quality
• Sales Growth
• Sales Pipeline
• Helping and Advising Customers
• Customer Satisfaction
• Leadership Skills
• Managerial Skills
• Operations Management
• Prioritising
• Strategic Planning

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Work Experience

• Operations Manager

  Jul 2024 - Sep 2024

  
  
  • * Led a team to achieve operations targets, establishing clear communication channels to understand client needs, resolve issues, and exceed expectations. * Developed data-driven strategies that improved team performance, aligning actions with key business objectives and enhancing service quality. * Identified and implemented training programs to enhance staff skills and knowledge. * Collaborated with stakeholders on program updates and promotional changes. * Ensured compliance with all defined processes and standards across the team.
  
  

• Operations Manager

  Feb 2021 - Jul 2024

  
  
  • * Spearheaded business goals by developing high-quality strategies that consistently exceeded revenue targets * Drove efficiency and profitability by implementing process improvements, optimizing performance
  • * Managed operations in alignment with the company's strategic goals
  • Handled accounts in telecommunications, lead generation, and healthcare
  • * Collaborated with stakeholders to ensure the successful rollout of business plans and initiatives.
  
  

• Team Leader

  Oct 2020 - Dec 2020

  
  
  • * Led a team to meet and exceed performance metrics according to client SLA. * Implemented strategies to improve operational performance, identify process gaps, and boost team motivation through innovative recognition programs
  • * Project based account
  
  

• Sales Advisory Manager

  Dec 2019 - Aug 2020

  
  
  • revenue growth, maintaining a robust sales pipeline and surpassing conversion targets. ------- * Developed and mentored a high-impact sales team, achieving top-tier performance and fostering a culture of collaboration and accountability
  • * Coordinated with senior leaders to align on strategies, contributing to a 95% adherence to operational processes and standards.
  
  

• Team Lead, Supervisor

  Aug 2015 - Dec 2019

  
  
  • * Enhanced key performance metrics by implementing regular coaching and real-time performance monitoring * Recognized for implementing quality assurance improvements, leading to a significant increase in customer satisfaction scores * Spearheaded monthly workshops for team skills enhancement, leading to measurable improvements in efficiency and service quality
  
  

• Assistant Team Lead

  May 2014 - Jul 2015

  
  
  • * Managed first-level escalations to ensure timely issue resolution * Assisted the coach in improving team performance through real-time monitoring and side-by-side (SBS) support
  • * Addressed employee and customer inquiries, providing effective solutions to resolve issues.
  
  

• Customer Service Representative

  Jun 2011 - Apr 2013

  
  
  • * Assisted customers with email password resets by validating account information. * Verified account details and reported relevant cases to the National Center for Missing and Exploited Children.
  
  

• General Transcriptionist

  Jun 2010 - Jun 2011

  
  
  • * Transcribed audio, video, and live speech into written format, accurately converting spoken language into text
  
  

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Education

• Degree: Bachelor of Science in Nursing

  Major: Duration: Jan 2004 - Jan 2008