I am a highly experienced Manager with 18 years of professional experience in the outsourcing/offshoring industry. Throughout my career, I have developed a vital skill set in Compliance, Operations Management, Customer Service, Customer Service Management, Environment, IT Help Desk, Social Media, and Strategic Planning.
Over the years, I have successfully managed several programs in line with IT Service Help Desk, B2B project management, Life Cycle Accounts (TSR, CSR, and SALES), inbound, outbound, ticketing, and Email/Chat support. My strengths are building strong customer relationships, efficient project management, and effective employee development. I thrive in high-volume, high-stress environments and pay close attention to detail while keeping sight of the bigger picture.
In addition to my operational expertise, I have been instrumental in promoting a work-life balance environment for employees in the BPO industry. I have created process documents and training materials, facilitated different operations, and initiated continued education training to ensure our employees have the proper knowledge, skills, and attitude to perform their daily tasks.
