Operations Manager

Professional ExperienceACCOUNT MANAGERNexusPoint | May 2025 – PresentServe as the primary point of contact for enterprise clients, managing end-to-end relationships to ensure customer satisfaction, retention, and account growthPartner with cross-functional teams (Sales, Services, Product, and Support) to deliver seamless client experiences and address escalations effectively.Drive customer adoption and value realization of SaaS solutions, providing consultative guidance and ROI-driven recommendations.Manage contract renewals, negotiate agreements, and proactively identify upsell -----------velop customer success playbooks and reporting dashboards to track health, risks, and opportunities.Managing effective relationships with practice owners, executives, providers, and other stakeholders.Identifying risks to customer satisfaction and collaborating across the organization to address challenges.Tailoring long-term success plans aligned with customer business goals.Ensuring revenue retention and growth within their assigned -----------NIOR OPERATIONS MANAGER & RECRUITMENT MANAGERAthena Executive Assistant (Remote) | March 2022 – February 2025As Senior Operations ManagerOversaw 75–80 client-facing staff, ensuring operational excellence and client satisfaction across global partnerships.Acted as escalation point for client concerns, resolving service issues and ensuring partnership health.Manage contract renewals, negotiate agreements, and proactively identify upsell opportunities.Enhanced onboarding processes, performance metrics, and client relationship management to drive retention and growth.Managing effective relationships with practice owners, executives, providers, and other stakeholders.Identifying risks to customer satisfaction and collaborating across the organization to address challenges.Tailoring long-term success plans aligned with customer business goals.Ensuring revenue retention and growth within their assigned accounts.As Recruitment ManagerLed a team of senior recruiters, optimizing recruitment operations and process improvements to align with strategic organizational -----------roduced automation and tools to improve efficiency and candidate experience.Partnered with leadership and cross-functional teams to refine hiring strategies, delivering top-tier talent and enhancing organizational capacity.BUSINESS MANAGER & SALES MANAGERTranscom Worldwide | Apr 2019 – Mar 2022Directed 18 supervisors and 260 employees, managing large-scale operations and sales performance.Strengthened client partnerships through operational governance, performance reviews, and revenue assurance strategies.Led employee engagement, coaching, and development initiatives that improved retention and performance outcomes.OPERATIONS MANAGERTeletech Offshore Investments | Aug 2017 – Oct 2018Managed day-to-day operations for 196 employees across two sites.Drove improvements in NPS, FCR, sales lead generation, and coaching compliance.Implemented escalation processes and systemic solutions for service quality.TRAINING MANAGERTeletech Offshore Investments | Apr 2010 – Aug 2017Supervised 11 trainers across three sites, including APAC region, designing training and leadership development programs.Conducted final recruitment screenings and leadership coaching sessions.PRODUCT TRAINERTeletech Offshore Investments | Apr 2008 – Apr 2010Delivered onboarding and skills training, measuring employee progress and enhancing workforce readiness.Skills & Competencies- Customer Success Leadership (Retention, Renewals, Value Realization)
- Client Relationship Management (Enterprise & SaaS)
- People Leadership (Coaching, Mentoring, Performance Management)
- Operational Excellence (Risk Mitigation, Dashboards, KPIs)
- Cross-Functional Collaboration (Sales, Product, Support, Services)
- Contract Negotiation & Renewal Management
- SaaS & HCM Domain Knowledge
- Data-Driven Decision Making & Reporting
- Training & Talent Development