Professional Overview

Dynamic and results-driven Operations Manager with more than a decade of experience in the BPO industry, including over nine years in management and leadership roles. Recognized for leading large-scale teams, building strong client partnerships, and delivering consistent operational results. Skilled at streamlining processes, enhancing performance, and fostering high-performing teams that exceed expectations. Passionate about continuous improvement, operational excellence, and people development.

Core Skills & Expertise

• Operations & Account Management

• Leadership & Team Development

• Client Relationship Management

• Customer Service & Technical Support

• Quality Assurance & Reporting

• Payroll & Incentive Program Management

• KPI Monitoring & Performance Optimization

• Problem Solving & Critical Thinking

Tools & Technology

• MS Office Suite (Outlook, Excel, Word, PowerPoint)

• Workforce Management & Reporting Systems

• Payroll Processing Tools

• CRM & Ticketing Systems (various BPO platforms)

Why Choose Me?

I bring a proven track record of successfully managing large-scale operations and cross-functional teams, with direct experience overseeing more than 200 employees and acting as the main liaison between clients and internal teams. My leadership style blends accountability with coaching, empowering teams to meet and exceed KPIs. With strong expertise in both client-facing and internal operations, I excel at building trust, ensuring compliance, and driving measurable results that align with business goals.