Professional Overview

I am a results-driven customer service and operations professional with over 7 years of experience in the BPO industry, growing from a frontline agent to a Senior Operations Supervisor. I bring a strong record of success in leading high-performing teams, improving service delivery, and optimizing operational workflows. My most recent experience as an Intake Specialist in a legal setting further expanded my skills in client assessment, documentation, and case analysis.

I thrive in fast-paced environments where communication, organization, and performance management are essential. I have a proven ability to analyze metrics, implement improvement plans, and deliver measurable outcomes. With a foundation in Lean Six Sigma, I apply structured problem-solving techniques to reduce inefficiencies and enhance team output.

Core Skills and Expertise

1. Customer Service and Client Experience

2. Team Leadership and Staff Development

3. Intake and Case Management (Legal Support)

4. Process Improvement (DMAIC, Lean Six Sigma)

5. Conflict Resolution and Client Escalation Handling

6. Performance Analysis and KPI Optimization

7. Workflow and Operational Management

8. Coaching, Training, and Quality Auditing

9. Business Communication and Reporting

10. Strategic Planning and Cross-Functional Collaboration

Tools and Technology

• CRM Systems: Salesforce, legal case management tools

• Project Tools: Microsoft Office Suite (Excel, PowerPoint, Word), Google Workspace

• Workflow Optimization: DMAIC methodology, task management tools

• Quality and Process Frameworks: COPC compliance, ISO standards, Lean Six Sigma

• Technical Troubleshooting Tools (Helpdesk, Network Diagnostics)

Why Choose Me?

I bring a unique blend of hands-on customer service experience and leadership in operational excellence. My background spans technical support, legal intake, team management, and continuous improvement—making me adaptable across industries and roles. I lead by example, focus on results, and align team performance with business goals. Whether optimizing metrics, coaching staff, or streamlining operations, I am committed to building high-impact teams and delivering exceptional service at every level.