Results-driven Operations and Quality Management professional with 13+ years of experience across BPO, KPO, Customer Service, Sales, Technical Support, and Quality Assurance environments. Proven success leading teams of up to 60+ FTEs across international and domestic processes while consistently delivering SLA, KPI, CSAT, Quality, Productivity, and Revenue targets. Experienced in stakeholder management, workforce optimization, coaching, performance management, escalation handling, client management, process improvement, and operational excellence. Adept at building high-performing teams, driving continuous improvement initiatives, and achieving business objectives in fast-paced customer-centric environments.
