Accomplished customer service and operations professional with over 14 years of experience in the BPO industry, including more than 8 years in leadership roles. Proven expertise in team management, performance coaching, customer support, technical support, and process improvement. Experienced in driving operational excellence, resolving escalations, monitoring KPIs, and delivering high levels of customer satisfaction. Adept at leading high-performing teams in fast-paced environments while maintaining a strong focus on quality, efficiency, and continuous improvement. Recognized for strong problem-solving abilities, adaptability, and a collaborative leadership style that supports both business objectives and employee development.
