I am an experienced operations and technical support professional with over 10 years of experience in the BPO industry, specializing in service assurance, VoIP/Hosted PBX solutions, program management, and team leadership. My career has progressed from frontline technical support to training, service delivery, and senior operations roles, giving me a strong end-to-end understanding of customer and business support environments.
I have extensive experience in managing Hosted PBX and VoIP systems, including SIP trunk provisioning, call flow design, troubleshooting service disruptions, and managing escalations with partner carriers. I have also supported CRM-based operations using Microsoft Dynamics 365, ensuring accurate case handling, SLA tracking, and timely resolution of issues.
In addition to my technical background, I have a strong foundation in operations coordination, process improvement, workforce management, and training development. I have designed onboarding programs, created technical documentation, and led teams to improve performance, efficiency, and engagement.
I am highly organized, proactive, and adaptable, with strong communication skills and a proven ability to work in remote and virtual environments. I am comfortable handling multiple priorities, supporting international clients, and ensuring operational continuity in fast-paced settings.
I am seeking remote opportunities in operations coordination, virtual assistance, technical support, or service delivery roles where I can apply my experience in process optimization, client support, and technical systems management.
