With over 4 years of progressive experience in the BPO industry, I've grown from frontline support to leading high-performing teams, and I bring that full-circle perspective to everything I do.
My career spans technical support, customer retention, billing operations, and team leadership, giving me a rare, ground-up understanding of what it takes to deliver results at every level of an organization. Most recently, I led a team of billing specialists at Fair Trade Outsourcing (CureAuto Insurance), where I drove a 15% increase in team efficiency through process improvements and consistent performance coaching.
I'm the kind of leader who doesn't just track numbers, I develop people. I conduct training sessions, hold meaningful coaching conversations, and step in on escalations so my team never faces the tough stuff alone.
What I bring to the table:
- Proven track record in hitting and exceeding KPIs (95% accuracy rate, 90% first-call resolution, 10% above retention targets)
- Strong command of industry tools: Genesys, Guidewire, Telegence, OneInc, Workday, and the full Microsoft & Google suite
- Sharp analytical mindset backed by a Mathematics education background
A calm, solutions-first approach, whether coaching an agent or handling a frustrated customer
I thrive in fast-paced, target-driven environments and adapt quickly to change. If you're looking for someone who leads with both data and empathy, let's connect.
