Results-oriented Operations Manager with over 10 years in contact center environments. Skilled in performance management, process improvements, team leadership, and data analysis. Proven track record of enhancing operational metrics and team performance.
Utilized to enhance team performance, improve NPS scores, and implement effective disciplinary and coaching processes.
Applied to optimize operational workflows, lead process improvements in underperforming areas, and support campaigns.
Led teams, managed disputes, trained top performers, and supported operations as backup manager.
Used for results presentations, performance tracking, and implementing improvements based on data insights.
Foundever SA
Boosted NPS performance gradually from -29 to 47., Implemented strong disciplinary processes to handle big outliers that affected team metrics., Led 'New Coaching Structure Feedback' pilot, which allowed us to implement a new coaching system for tenure agents that might become...
Sitel SA
Completed projects and work assignments despite tight deadlines., Implemented process improvements in areas that were underperforming., Led Phone channel implementation for the campaign in May 2021.
Sitel SA
Trained successful Waves, 23, 26, 30 getting Top Performers for the campaign., Led successful workshops to support the operations on interest topics.
Bachelor
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