Results-driven Operations and Customer Experience Leader with 15+ years of progressive leadership experience in customer service operations, technical support, quality management, training, and people leadership within the BPO and customer experience industry. Proven success in leading large-scale operations, driving KPI excellence, improving customer satisfaction, and managing multi-site teams across voice, messaging, billing, and technical support environments.
Recognized for delivering operational excellence, workforce optimization, service delivery improvements, and high-impact coaching strategies that improve business performance and employee engagement. Experienced in managing global client relationships, implementing process improvements, and leading cross-functional teams in fast-paced, high-performance organizations.
Expertise includes Operations Management, Customer Success, Technical Support Leadership, Quality Assurance, Training & Development, Client Relationship Management, Performance Coaching, Workforce Optimization, and Business Process Improvement.
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