Customer Support and Operations Leader with 15+ years of experience managing high-volume, performance-critical operations across healthcare, service delivery, and global BPO environments. Proven track record of independently owning live operations, reducing risk, enforcing standards, and driving measurable outcomes across SLA, retention, CSAT, quality, and continuity metrics. Highly experienced in managing complex, multi-stakeholder ecosystems — including providers, executives, and cross-functional teams — with a leadership style that balances decisive judgment, data-backed decisions, and empathetic but firm communication. Known for thriving in ambiguous, high-autonomy roles, managing scale without decision fatigue, and turning recurring operational issues into sustainable process improvements and automation.
