I am a highly experienced Operations and Administrative Professional with 16+ years of leadership, customer support, workforce management, quality assurance, and process optimization experience in the telecom and BPO industries. Throughout my career, I have led high-performing teams, streamlined processes, automated workflows, and consistently delivered measurable improvements in efficiency and service quality.
As a Team Lead and Senior SME, I have managed back-office operations, coordinated with clients, resolved escalations, created reports, monitored KPIs, optimized workflows, and ensured that teams consistently meet SLA and quality standards. I am known for being calm under pressure, solution-driven, and dependable—qualities that allow me to support businesses and operations with professionalism and accuracy.
I also specialize in data analysis, reporting, training, RPA (Automation Anywhere), VBA/macro automation, and process documentation, giving me the ability to not only manage daily operations but also improve and automate them for long-term impact. My background includes handling customer inquiries (email, chat, phone), creating and managing orders, preparing weekly/monthly reports, conducting QA audits, and coordinating cross-functional tasks.
If you’re looking for someone who can lead, manage, analyze, automate, and support your business, I can bring reliability, technical skill, and a strong sense of ownership to your team. I am committed to high-quality work, continuous improvement, and delivering results that help clients operate more efficiently.
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