I am a results-driven operations manager with over 12 years of Call Center work background(Inbound/Outbound Sales 7 years, Back Office 5 years, Customer Service 4 years, Technical Support 2 years) and had been working as a Manager for 5 years. I've worked with US, UK and Australian clients. I have assisted companies to maximize efficiency and achieve sustainable growth.
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The following are some of my professional highlights, competencies ad skills:
Managed all Operational tasks and responsibilities (i.e. Staffing, Recruiting, Training, Performance, Quality, Rewards and Recognition, Employee retention, Performance Improvement plan and Employee Development)
Created a culture of compliance, work ethics and integrity within the program by being a role model to all employees
Account wide POC on Employee Engagement and Rewards and Recognition that involves improvement of employee morale and strengthened employee retention (Transcom 500 seater, Aegis 350 seater)
Exceptional interpersonal and negotiation skills with the ability to build and maintain positive professional rapports
Proven flexibility and adaptability between different products
Proven ability to work under pressure and meet deadlines
Exceptional organization, coordination and planning skills
Demonstrated operational efficiency
Regularly comes up with strategies/ action items aimed at addressing critical issues and continues to find ways on how to better prioritize urgent and time sensitive items to ensure delivery against expectations
Creates maps/tools that help monitor the progress and execution of plans
Effectively assesses the competencies of leaders to create and plan development maps that capitalize on strengths and improve gaps
Designs communication plans or strategies for content or subjects that are complex and sensitive
Works closely with the...
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2010 - 2012
Manages 2 LOBs with a combined 70-seater program
Manages all the operational tasks and responsibilities (i.e. Staffing, Recruiting, Training, Performance, Quality, Financials, Rewards &...