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Mitzi
Process Optimization Manager II
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Competencies
Demonstrated experience with Microsoft Dynamics.
Demonstrated experience with Zendesk.
Demonstrated experience with Jira.
Demonstrated experience with Cisco (UCCE / Finesse).
Demonstrated experience with Quiq AI Chat & Messaging.
Education
Summary
Process Optimization Manager II open to new opportunities
Experience
Process Optimization Manager II
Managed and optimized customer experience (CX) operations and service queues, using performance data, workflow redesign, and technology to improve service levels, agent productivity, and the overall customer experience.. Managed cross-functional technology implementation projects with IT, Operations, and vendor teams, delivering integrations on schedule and within budget.
Training & Quality Assurance Manager
Designed and maintained internal knowledge management systems used by 100+ frontline agents and team leads to improve consistency, speed, and coaching alignment.
Disability Compliance Manager
Maintained compliance with DOT disability regulations and ADA accessibility requirements across audits and federal reviews.
Assistant Operations Manager
Managed 30+ employees across ground and flight operations, supporting daily service delivery and workforce scheduling.