Dynamic and results-oriented Customer Service and Operations Manager with a rich background in leading contact center operations across diverse industries including Airline and Travel, Technical Support, and Medical. Expert in driving customer satisfaction and operational excellence through Lean Six Sigma methodologies, targeted coaching, and strategic KPI management.
My career is marked by a consistent track record of enhancing client service level agreements, driving revenue generation, and spearheading process improvements. I bring a hands-on approach to training, developing, and managing high-performing teams, ensuring alignment with organizational goals and compliance with legal requirements.
Adept at analyzing operational reports and client scorecards, I excel in identifying areas for improvement and implementing actionable plans. My focus on building strong client relationships and fostering a positive work environment has consistently led to over-delivering for clients and achieving marked performance improvements.
I am passionate about cross-functional collaboration, regularly partnering with training, HR, quality, workforce management, and talent acquisition teams to drive continuous improvement and resolve issues efficiently.
As a leader, I prioritize regular developmental coaching and employee engagement, striving to resolve employee relations issues promptly and professionally. I am skilled in handling teams of team leaders, attending business reviews, and adjusting staffing needs in line with changing requirements.
I am excited to bring my expertise in service excellence and operational leadership to a dynamic organization committed to outstanding customer experiences and continuous process improvement.
