Experienced Team Manager with a combined 14 years of professional experience in customer service and workforce management. Proven track record in leading high-performing teams, driving operational efficiency, and delivering excellent customer satisfaction. Skilled in handling back-office operations, performance monitoring, scheduling, and real-time workforce optimization.
Demonstrates strong leadership in coaching and developing Customer Service Associates, ensuring adherence to quality standards, KPIs, and company policies. Adept at managing client communications, preparing reports, and analyzing data using tools such as Microsoft Excel and Word. Experienced in workforce planning, attendance tracking, and optimizing staffing to meet service level targets.
A results-driven professional with excellent communication, problem-solving, and organizational skills, committed to continuous improvement and team success in a fast-paced BPO environment.
