Senior Operations Manager and Performance Lead with 8+ years of experience in operations leadership, client relationship management, and performance development across remote teams supporting US-based clients.
I currently lead a pod of Operations Manager (Performance Leads) and Remote Tea-----------mbers (VAs) supporting a wide range of roles across HOA, property management, and customer service industries, including Executive Assistants, Accountants, Admin Assistants, Property Managers, Customer Service Representatives, and other operational functions. My focus is on providing strategic oversight across client accounts, ensuring strong performance management, QA standards, KPI execution, and leadership coaching across all levels of the organization.
A key part of my role is building consistency across distributed teams while developing leaders who can independently manage client relationships, team performance, and execution quality. I also step into high-risk or red-status accounts to stabilize performance, rebuild client trust, and execute structured recovery plans when needed.
I work closely with leadership to refine SOPs, improve performance evaluation systems, and close operational gaps that impact delivery, retention, and client satisfaction. My approach is centered on strengthening both people and process to drive sustainable results.
Previously, I led operations teams in BPO environments handling technical support and customer experience programs, where I managed frontline performance, drove KPI attainment, and implemented coaching systems that improved efficiency, quality, and accountability at scale.
I bring a leadership style grounded in clarity, structure, and accountability, with a focus on developing people, strengthening systems, and ensuring teams consistently deliver strong operational outcomes in fast-paced client environments.
Core strengths include leadership development and coaching, client relationship management, performance and KPI management, QA and process improvement, escalation and risk handling, and operational strategy execution.
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