Results-driven leader and Six Sigma Green Belt-certified professional with 10+ years in BPO operations, executive support, training, and IT operations. Expertise in leading teams of 15+ in high-volume environments, leveraging data analytics (SQL, Verint), Agile methodologies, root cause analysis, and CAPA to diagnose performance gaps, optimize processes, boost quality scores by up to 18%, reduce turnaround times by 25%, and ensure compliance while coaching for continuous improvement, standardizing workflows, and driving measurable stakeholder satisfaction with 92%+ CSAT ratings.
