I am an experienced Operations Manager with over 15 years of BPO and call center experience, specializing in telecommunications, customer service, sales, and technical support. I have worked with major brands such as T-Mobile, AT&T, Sprint, Xbox, and -----------, handling both consumer and business accounts.
Currently, I manage end-to-end call center operations for a large-scale T-Mobile account, leading team leaders and frontline experts to consistently meet and exceed performance goals. I was recognized as Top Operations Manager (Site Level) multiple times, including March 2025, for driving operational excellence, team performance, and process improvements.
Core Skills & Expertise:
• Call Center Operations Management
• Team Leadership, Coaching & Development
• KPI Monitoring (AHT, CSAT, QA, Productivity)
• Performance Management & Deep-Dive Analysis
• Process Optimization & Continuous Improvement
• Escalation & Conflict Resolution
• Workforce Planning & Scheduling
• CRM & Call Center Tools
• Compliance & Quality Assurance
I bring a hands-on leadership style, strong analytical skills, and a proven ability to improve efficiency, engagement, and customer satisfaction. I am highly adaptable, detail-oriented, and comfortable working with remote teams, startups, and fast-paced environments.
If you’re looking for a reliable operations leader who can help streamline processes, manage teams, and deliver measurable results, I’d be a strong asset to your business.
