Operations & Team Manager
I help businesses manage their team resources end-to-end—from onboarding and training through nesting and preparation for go-live, to managing day-to-day operations and performance once the team is live.
With 10+ years in Operations and Project Management, including leading teams of 80+ staff (team leads, trainers, and agents), I step in as the layer between your business goals and your team's daily execution so performance, quality, and client relationships stay on track even when you're not watching every detail.
Here's what I bring to your business:
🔹 Onboarding & Training Management — I manage the ramp-up process from day one, working with trainers to make sure new hires are actually ready before they touch live operations.
🔹 Team Performance Management — I set clear KPIs, monitor them consistently, and catch performance dips early before they become client complaints.
🔹 Gap-to-Target Problem Solving — When a team falls short of accuracy, quality, or productivity targets, I diagnose the actual root cause and build a structured actual plans
🔹 Client Relationship Management — I proactively communicate team status updates
🔹 Leadership Development — I coach team leads and trainers, not just agents, so the team can sustain performance even as it scales.
