Results-driven BPO leader with 12 years of combined experience in customer service and sales, including 5 years as an Operations Manager. Proven expertise in leading end-to-end operations to achieve KPIs such as NPS, Quality, Save Rate, and FCR, while driving performance initiatives including the transition from Save Rate to FCR optimization. Strong collaborator with Quality, Training, Workforce, and Client stakeholders to address performance gaps, conduct leader reviews, implement targeted coaching and action plans, analyze trends to identify root causes, ensure compliance with company and client standards, and foster a culture of accountability, engagement, and continuous improvement.
