Results-driven Operations, Administration, and Customer Success Professional with 11 years of progressive experience in the Business Process Outsourcing (BPO) industry, complemented by my current role as a Tenement and Administration Officer in the Australian mining sector. Throughout my career, I have consistently earned promotions by demonstrating strong leadership, operational excellence, and the ability to adapt quickly to new responsibilities, progressing from Customer Service Representative to Team Lead and Operations Manager.
My career began in customer support, where I specialized in Tier III customer service and technical support, managing complex customer concerns, executive escalations, and high-priority cases across telecommunications, retail sales, and fintech/banking programs. I handled technical troubleshooting, customer retention, order management, executive complaints, and cross-functional escalations while ensuring timely and customer-focused resolutions.
Within the fintech industry, I further specialized as a Risk Analyst and Dispute Intake Specialist, where I received training in Know Your Customer (KYC) principles, fraud prevention, identity verification, and financial dispute regulations. My responsibilities included identifying potential identity theft and compromised accounts, validating government-issued identification documents and supporting evidence, conducting investigations into suspicious account activity, reviewing financial disputes, ensuring compliance with regulatory requirements and company policies, and making informed decisions to protect both customers and the business. These experiences strengthened my investigative mindset, analytical thinking, attention to detail, risk assessment, and ability to handle confidential information with professionalism and integrity.
Building on this foundation, I advanced into leadership roles, serving a combined five years as a Team Lead and Operations Manager. In these positions, I oversaw daily operations, managed multiple Team Leads and Quality Assurance Specialists, coordinated workforce planning and recruitment, manually tracked payroll and attendance using Microsoft Excel and Workforce Management (WFM) reports, reviewed client invoices for billing accuracy, managed Statements of Work (SOW), prepared operational and business review reports, handled executive client escalations, and led cross-functional initiatives focused on improving operational efficiency, compliance, and service delivery. My leadership responsibilities also included coaching, performance management, process improvement, SOP development, documentation, stakeholder communication, and ensuring teams consistently met client expectations and business objectives.
Today, I continue to expand my administrative expertise as a Tenement and Administration Officer within the Australian mining industry. In this role, I support tenement administration by managing shared mailboxes, maintaining compliance records and databases, and assisting with the review and continuous improvement of Standard Operating Procedures (SOPs). Although I am relatively new to the mining industry, my background in operations, compliance, documentation, stakeholder management, and process improvement has enabled me to transition seamlessly and contribute effectively from the outset.
I am recognized for being highly organized, adaptable, detail-oriented, and proactive, with the ability to manage multiple priorities in fast-paced, remote environments. My diverse experience across customer success, fraud and risk management, operations leadership, compliance, and administration allows me to provide exceptional support to executives, clients, and teams while driving operational excellence and continuous improvement.
