Operations leader with 20+ years across BPO, technical support, and business operations. Skilled at turning broken processes into reliable systems — cut case resolution time from 7 to 3 days, eliminated a full backlog, raised productivity from 70% to 93%, and improved sales conversion from 45% to 63%. Experienced managing 50+ FTE teams and coordinating cross-functional deliverables across marketing, web dev, warehouse, and lab teams. Proficient in Shopify, Salesforce, Zendesk, and Google/MS Workspace; Lean Six Sigma Green Belt. Actively using AI tools like Claude and Gemini to boost efficiency.
