With over 11 years of experience in the BPO industry and 7+ years in leadership, I specialize in building high-performing teams that consistently exceed business goals. I have successfully led and mentored teams of 15–20 professionals, driving improvements in productivity, quality, customer satisfaction, and employee engagement.
My expertise includes performance management, call quality monitoring, coaching and development, Root Cause Analysis (RCA), KPI tracking, attendance management, workforce optimization, and creating data-driven business reviews for senior leadership. I excel at transforming complex operational data into clear, actionable insights that support strategic decision-making.
I thrive in fast-paced, remote environments where problem-solving, leadership, and continuous improvement are essential. Whether it's managing daily operations, improving team performance, analyzing business trends, or streamlining processes, I'm committed to delivering measurable results while fostering a positive and accountable team culture.
