I am a Senior Account & Operations Manager with over 10 years of experience supporting US-based clients across BPO, eCommerce, financial services, logistics, real estate, construction, and loan services industries.
My expertise goes beyond task execution — I focus on business growth, retention, operational structure, and long-term client partnerships.
Throughout my career, I have successfully:
• Managed multi-industry client portfolios
• Led teams of up to 150+ agents across multiple sites
• Improved KPIs through structured performance management
• Increased account expansion and referral opportunities
• Reduced attrition through strategic coaching and hiring
• Conducted executive-level business reviews
• Handled high-level escalations with professionalism and resolution focus
I understand both sides of the business — operations and revenue. This allows me to align team performance with client expectations while protecting profitability and service quality.
What I Do Best
Strategic Account Management
I build long-term client relationships through structured growth planning, proactive communication, and consistent value delivery. I identify expansion opportunities, optimize processes, and ensure retention strategies are always in place.
Operations & Performance Leadership
I develop KPI scorecards, conduct SWOT and Root Cause Analysis, implement BQM & TQ-----------thodologies, and create action plans that improve service levels, productivity, and revenue performance.
Client Growth & Revenue Optimization
I analyze trends, identify upsell and referral opportunities, and create expansion strategies that drive measurable growth. My focus is always on delivering ROI to clients.
Escalation & Risk Management
I handle high-level concerns with calm, strategic problem-solving. I prioritize resolution, transparency, and relationship preservation.
Team Leadership & Workforce Planning
I have led recruitment, final interviews, onboarding programs, buffer headcount planning, and performance coaching initiatives. I build strong, accountable teams aligned with business goals.
Industries I’ve Supported
• Loan Provider & Financial Services
• Shopify eCommerce & Customer Support
• Freight & Logistics (US East Coast Territory)
• Real Estate & Construction
• Energy & Commercial Services
• Banking & Debit Card Claims
Tools & Systems
HubSpot
Apollo
LiveVox
Five9
Zendesk
Shopify
Slack
Jira
Hummingbird TMS
Google Workspace
Microsoft Office
OpenPhone
Canva
