Results-driven BPO Manager with 15+ years of progressive leadership across operations, training, and quality functions. Proven ability to own end-to-end site operations, launch new programs from the ground up, and lead multi-level teams spanning onshore and offshore locations. Delivered measurable outcomes including a save rate improvement from 18% to 35%, churn reduction from 6% to 4%, and consistent 90%+ CSAT performance. Experienced managing 1,400-headcount contact center environments, overseeing program ramps during high-pressure periods, and building data-driven operational strategies that align team performance with client KPIs.
