Operations and performance leadership professional with over 10 years of experience in BPO environments across customer service, sales support, technical support, and team management roles.
Experienced in leading teams, managing KPIs, conducting coaching sessions, handling escalations, and ensuring consistent performance across customer support and sales operations. Strong background in analyzing performance trends, improving workflows, and supporting operational efficiency through structured reporting and coaching.
Hands-on experience working with CRM and contact center systems such as Salesforce, SugarCRM, Jira, Genesys, Amazon Connect, and other internal platforms used for customer interactions, performance tracking, and operational reporting.
Highly proficient in Google Sheets and Excel for reporting, tracking, and performance monitoring, as well as workflow and task management tools used to support daily operations.
Core strengths include:
Operations & team leadership
KPI & performance management
Coaching & QA evaluation
Customer support & sales operations
Reporting & data analysis
Process improvement & SOP support
Escalation handling
Workflow coordination
CRM & contact center systems
I work best in fast-paced environments where I can support team performance, improve operational consistency, and help build structured processes that drive better results.
