In my current role as Senior Operations Manager at Athena, I have successfully managed end-to-end operations for multiple client accounts, overseeing teams in a fully remote environment while maintaining consistent KPI achievement and revenue growth. My key accomplishments include developing and executing operational strategies that improved team efficiency, implementing comprehensive onboarding and training programs that reduced time-to-proficiency, and conducting regular performance coaching that resulted in improved performance scores and reduced attrition rates. I excel at leveraging real-time performance dashboards and quality metrics to identify gaps and implement corrective action plans that drive tangible results.
Beyond operational execution, I bring strong relationship management and strategic planning capabilities. I have led client business reviews and strategic planning sessions that strengthened long-term partnerships and identified opportunities for account expansion. My cross-functional collaboration skills enable me to align operational strategies with company-wide business objectives, and my expertise in escalation handling and conflict resolution ensures that complex issues are resolved efficiently while maintaining positive team culture and stakeholder relationships.
Throughout my career, I have demonstrated a commitment to continuous improvement and professional development. I have designed and implemented workflow improvements that increased operational efficiency, trained and mentored teams that achieved high performance scores, and consistently navigated complex employee relations challenges with integrity and fairness.
