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Customer Service & Operations Manager with 10+ years of team leadership
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Competencies
Led teams across customer service, quality assurance, and operations to meet organizational goals.
Performed performance analysis, created reports, and executed action plans impacting client service metrics.
Conducted call reviews, scored performance, and organized calibration sessions to ensure quality standards.
Managed recruitment procedures, payroll audits, and HR tasks to support team staffing and development.
Established SLAs and monitored workflows for internal and customer-facing processes.
Education
Summary
Experienced team leader skilled in quality assurance, data analysis, and operational management across telecommunications and service industries.
Key Achievements
- Progressed from Quality Analyst to Operations Manager demonstrating role advancement and skill development
- Led data analysis and action plan execution to improve client metrics across multiple companies
- Managed recruitment, payroll, and SLA establishment, overseeing diverse teams and administrative processes
Experience
Trainer
Recruitment procedures, Inbound, outbound, and back-office product assistance training, Floor support and quality audits, Action plans execution for client metrics impact as well as human development.
Subject Expect Matter
Floor support, Data and performance analysis, Action plans execution along with the Team Manager for behaviors / client metrics impact, Leadership and teamwork management.
Team Manager
Quality audits, Wave 22 management and development, Recruitment processes, Data and performance analysis, Action plans execution along with Support Areas for behaviors / client metrics impact., Reports related to the roll.
Team Manager
Team leadership and payroll procedures, Data and performance analysis for action plans creation and execution along with Support Areas for behaviors and metrics management, Reports related to the roll.
Quality Analyst
Calls review and score based on Allivet scorecards, Action plans creation and execution along with the operation in order to close the gaps in specific behaviors, Product and behaviors re-training based on the quality findings, Quality reports, calibrations organization and presentation.
Operations Manager
Administrative tasks: Billing, payroll, HR, Data analysts team management, Establishing SLAs for internal and customer-facing processes, Oversee the recruitment of required and qualified personnel to fill job openings.
QA Analyst
Auditing process for Google Waze, Customer Service, Reports related to the roll, Calibration organization and presentation.
Assistant Manager
Overseeing the teams performance, Loyalty and Service departments, Feedback analysis and performance strategies creation and execution to accomplish the areas goals, Payroll audits for techs and representatives, Reports, meetings and emails handling, related to the roll.