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Irvin
Operations Manager with 10+ years in Business Services and Call Centers
Contacto
Competencias
Managed daily operations of large-scale call centers, ensuring efficiency, consistency, and service quality.
Tracked, analyzed, and optimized KPIs to meet targets and improve operational performance.
Led, trained, and motivated over 150 agents to achieve performance and customer satisfaction goals.
Ensured high customer satisfaction through quality management and strategic service delivery.
Utilized Power BI and reporting tools to visualize data and support decision-making.
Educacion
Idiomas
Resumen
Dedicated operations leader with extensive experience managing high-volume call centers, optimizing KPIs, and leading large teams to deliver exceptional customer service with high SLA compliance and customer satisfaction scores.
Logros Clave
- Led high-volume call center operations, maintaining 99% SLA compliance and CSAT scores between 92%-95%.
- Directed, coached, and managed 150+ agents across multiple workflows to enhance performance and retention.
- Reduced attrition from 15% to 3% through targeted coaching, engagement, and performance strategies.
Experiencia
Operations / Service Delivery Manager
Led high-volume call center operations, driving measurable improvements in performance, service levels, and retention., Directed daily call center operations to maximize efficiency, consistency, and service delivery., Led, coached, and held accountable 150+ sales and service agents across multiple...