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Community and Project Manager with 10+ years in BPO and Operations
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Competencies
Managed client relationships, escalations, and KPIs across multiple projects, ensuring delivery aligned with client expectations.
Coordinated cross-functional teams to deliver projects on time, managing workflows between clients, teams, and QA for seamless delivery.
Monitored and improved operational KPIs such as service quality, productivity, and employee engagement in contact center environments.
Supported AI initiatives by evaluating data outputs, maintaining quality standards, and identifying workflow optimization opportunities.
Led stakeholder initiatives including process improvements, system implementations, and operational scaling with cross-functional teams.
Education
Languages
Summary
Seasoned professional with over 10 years in BPO, community management, and operations. Expertise includes client relations, project coordination, AI data evaluation, and operational performance improvement. Proven ability to lead cross-functional teams, implement strategic initiatives, and drive...
Key Achievements
- Led global client operations supporting 1,300+ FTEs across multiple countries, achieving top client satisfaction scores and recognition as 'Best Partner of the Year'.
- Designed and launched Talent Operations Enablement Process, enhancing team training, onboarding, and operational alignment for product launches.
- Implemented NPS system within Talent Operations, providing insights into service quality and customer feedback, resulting in improved operational visibility.
Experience
Community and Project Management
Serve as the primary point of contact for both clients and freelance editors, managing day-to-day communication related to project timelines, onboarding, payments, policies, and operational questions., Own project coordination and operational delivery across multiple projects, ensuring on-time...
AI Evaluation & Data Annotation
Support AI driven initiatives focused on quality evaluation, performance standards, and structured review processes across multilingual datasets., Evaluate outputs using detailed rubrics, applying consistency, accuracy, and policy-based criteria., Contribute to process improvement through...
Operations & Project Management
Supported Talent Operations through hands-on operational execution and coordination of multiple initiatives., Led cross-functional projects focused on process optimization, scalability, and service consistency, coordinating with Product, Operations, Enablement, and Client-facing teams., Introduced...
Global Account Manager
Led global client operations and large-scale delivery teams across Mexico, the U.S., Jamaica, and the Philippines, supporting multi-country accounts of 1,300+ FTEs., Owned client relationships, operational performance, and cross-functional initiatives to improve service quality and financial...
Site Operations Manager
Directed site-wide operations for a 1,300+ employee contact center, overseeing performance, financial controls, and organizational development while driving continuous improvement in service delivery and employee engagement., Led site operations in alignment with corporate policies, operational...
Account & Operations Manager
Led operations and client accounts supporting 100–400+ FTEs across sales and service lines., Managed client escalations, KPIs, and executive performance reporting., Coached supervisors and implemented action plans to improve ESAT, AHT, and line adherence.