I am a results-driven Operations Manager with 14+ years of BPO experience in customer support, process optimization, and team leadership. I’ve led high-performing teams, managed client relationships, and driven continuous improvement to deliver measurable results.
I help businesses scale customer operations, improve KPIs, and strengthen team performance by combining people-focused leadership with data-driven strategies. If you’re looking for someone who can set up, manage, and optimize customer support operations end-to-end, I can deliver.
Core Skills & Expertise:
Operations Management – SLA compliance, reporting, forecasting, budgeting
Leadership & Coaching – building and mentoring managers, team leaders, and staff
Customer Experience – improving KPIs, CSAT, and client satisfaction
Training & Development – onboarding, learning programs, agent readiness
Process Optimization – identifying gaps, implementing corrective action, continuous improvement
Client Partnership – building trust, hosting business reviews, driving long-term growth
Employment Highlights:
Operations Manager | Concentrix | 2018 – 2025
Improved customer satisfaction by 18% YoY by implementing agent coaching programs
Led a team of 100+ employees including managers and team leaders
Increased revenue through optimized workforce allocation, reducing idle time by 12%
Partnered with clients during quarterly business reviews to align on performance
Team Leader | Concentrix | 2013 – 2018
Coached associates resulting in 15% increase in KPI compliance
Handled escalations and improved first call resolution by 10%
Drove employee engagement activities that reduced attrition
Lead Process Trainer | Concentrix | 2011 – 2013
Transitioned 200+ new hires into production with a 95% competency success rate
Designed training curriculum improvements that cut training time by 20%
Customer Service Associate | Concentrix | 2010 – 2011
Achieved 95% customer satisfaction scores by resolving concerns with empathy and accuracy
