I have a solid professional background, having spent nearly 2 decades working in the BPO industry. Started as an agent, consistently delivered exceptional customer service and was recognized as a top -----------eking further growth, I embraced the role of a Quality Analyst interim, an SME (subject matter expert), a Coach, a Team Lead, A Senior Team Lead and until most recently as an Operations Manager. Got a vast experience handling financial accounts - customer service, sales and fraud investigation. Gained experience in Retail (collections, product recommendations, order placing, order tracking and customer service).
As an Operations Manager, I managed a group of Team Lead/supervisors. Acting as point of contact for any client related concerns which gave me an ample experience dealing with American companies decision makers. Created actions plans in order to meet the goal set by our clients (CSAT, Quality, AHT, SL etc). Doing monthly/quarter business reviews with our external and internal partners to present our wins and areas for improvement, which were supported by a solid action plans,.
