Professional Overview

I am an analytical, results-driven operations and quality leader with over 5 years of experience directing performance within high-volume, fast-paced environments. Combining a rigorous technical foundation in Industrial Engineering with enterprise-level contact center expertise, I excel at transforming complex data into structured, actionable strategies that optimize operational workflows. Operating beyond the traditional scope of supervision, I actively spearhead cross-functional initiatives, mitigate attrition risks, and establish long-term performance stability while thriving under high-pressure conditions.

Core Skills & Expertise

• Operational Leadership & KPI Optimization: Proven track record of managing large-scale operations, consistently exceeding performance benchmarks across Average Handling Time (AHT), Customer Satisfaction (CSAT), productivity, and schedule adherence.

• Attrition Mitigation & Retention Strategy: Utilizing behavioral trend mapping and attrition analysis to identify systemic risk areas and design proactive retention frameworks.

• Cross-Functional Execution & Alignment: Partnering closely with Quality Assurance (QA), Workforce Management (WFM), and Training divisions to ensure complete calibration and operational readiness.

• Performance Architecture & Coaching: Deploying structured coaching methodologies, outlier management systems, and behavioral observations to minimize performance variability across management tiers.

• Process Optimization & Root Cause Analysis (RCA): Applying systematic engineering methodologies to diagnose operational bottlenecks, build compliance controls, and author clear SOPs.

Tools & Technology

• Workforce & Resource Management: Workforce Alignment (SSR), Individual Development Plans (IDP), Resource Scheduling, Capacity Planning, Payroll Administration.

• Quality Assurance & Compliance: Process Auditing, Calibration Management, Interaction Evaluation Frameworks, Post-Monitoring Annotations, Health Check Implementations.

• Data, BI & Reporting: Root Cause Analysis (RCA), Performance Intelligence Tracking, Attrition Analytics, Trend Mapping, Training Needs Analysis (TNA).

• Professional Frameworks: Industrial Engineering Methodologies, Coaching Effectiveness Models, Performance Management for Operations Managers, Care Essentials Frameworks.

Professional Experience

Senior Supervisor | IBEX Global

Direct day-to-day performance across critical metrics (AHT, CSAT, Productivity, Adherence) for a high-volume retail operation. Leverage data-driven attrition analysis to execute proactive agent retention strategies. Strategically align staffing and development plans through active participation in SSR and IDP discussions. Coordinate directly with QA, WFM, and Training to guarantee operational readiness while conducting structured coaching observations to build performance consistency among Team Managers.

Team Manager | IBEX Global

Commanded a high-performing team of over 15 customer service agents, managing real-time metrics, escalations, and floor workflow stability. Delivered targeted, data-driven coaching interventions that successfully reduced call-handling friction and significantly boosted agent productivity. Partnered directly with the QA department to rapidly isolate and close operational performance gaps.

In-Team Quality Supervisor | IBEX Global

Led a professional team of 20 Quality Analysts to safeguard client interaction compliance across multiple accounts. Directed transaction monitoring, facilitated complex calibration sessions, and engineered deep post-monitoring annotations and health checks on newly deployed workflows. Owned administrative operational responsibilities, including optimized staff scheduling, data-centric trending analysis, and exact payroll processing.

Quality Analyst | IBEX Global

Evaluated multichannel customer interactions to guarantee adherence to rigorous corporate compliance guidelines. Identified emerging procedural trends to deliver structured, actionable feedback that fueled rapid quality improvements across the production floor.

Why Choose Me?

I bridge the gap between people-centric leadership and systematic process engineering. Backed by an impending degree in Industrial Engineering, specialized training in advanced performance management, and a progressive track record of scaling internal talent, I transform standard day-to-day metrics into optimized business systems. My ability to synchronize cross-functional teams, neutralize attrition, and execute precise root cause analyses ensures your operations remain structurally sound, scalable, and continuously aligned with bottom-line corporate objectives.