Reporting to the Head of Operations, i'm passionate about driving exceptional customer experiences and operational efficiency, I specialize in leading contact center operations for a pioneering in health-focused wearable technology companyLeadership & Mentorship: Inspire, motivate, and mentor teams to exceed performance expectations, fostering a culture of continuous improvement and support.Organizational Alignment: Cultivate employee and customer commitment to shared values and goals, ensuring a cohesive and dedicated workforce.Business Acumen: Leverage strong business acumen for reporting, analysis, and process optimization, driving productivity and effectiveness.Process Improvement: Lead continuous improvement initiatives by identifying and implementing opportunities for optimization, aligning with stakeholder standards.Team Development: Manage and develop Team Leaders through effective communication and collaboration, setting clear performance objectives.Customer Focus: Demonstrate an in-depth understanding of business requirements and customer expectations, ensuring timely issue resolution and satisfaction.Stakeholder Collaboration: Collaborate closely with stakeholders to share knowledge, experiences, and best practices, aligning strategies for success.Performance Evaluation: Evaluate key performance indicators to identify improvement areas and implement targeted strategies for enhanced performance.Quality Assurance: Work collaboratively with QA team internally and externally to maintain and exceed quality standards, ensuring continuous improvement.

A Business Process Outsourcing (BPO) consultant with a passion for optimising operational efficiency and driving business growth.*Client centric solutions*Process optimisation*Data driven insights*Risk mitigation

Reporting into the Director of Operations, I lead a number of client accounts in the technology industry.They include a multinational Cloud Computing Company, A multinational Cloud Computing Company specialising in healthcare/clinical data management and a multinational Company that designs and builds consumer robots. Working as part of a global team, I own the operational success delivery for those client accounts. I enjoy working alongside and supporting our talented teams in Workforce management, Finance, Learning services, HR and Recruitment to ensure goals and objectives are aligned and set up for success. Prioritising employee experience by fostering a culture of lean problem solving and continuous improvement initiatives, both internally and alongside our external partners.

Reporting directly into the Operations Manager, I worked as part of the Account Operations Team, with direct responsibility for four lines of business supporting a multinational cloud computing company.While directly leading and managing a team of Technical Support Managers, I worked alongside the client Vendor Management Team to ensure our team could support change, execute pilot projects as well as the delivery of operational and compliance excellence.

Reporting into the Group Manager, I led a highly performing team of Technical Support Specialists for a multinational cloud computing company.I enjoyed coaching, motivating and delivering operational KPIs as well as working alongside colleges in Talent Acquisition, HR, Learning services and Workforce management to ensure the development and progression of the team.

Reporting into the Service Delivery Manager and working alongside the Technical Support Team Managers, I was responsible for the frontline team's real-time adherence as well as ensuring support queues were kept within SLA.As the first hire of this newly created role I was able to implement a unified process for assigning work through the use of real time and workforce data to ensure consistent service delivery through peak intervals. I enjoyed working with our external partner's program management team by forming close relationships and ensuring that accurate and dependable reporting was delivered consistently with concise and usable narrative attached.

Reporting into the Technical Team Manager, I provided Technical Support to Business, Education and Non-Profit organisations for a multinational cloud computing company's end users.My duties included: - Technical support for organisational deployments, growth, as well as Defect/Bug tracking and management. - The resolution of complex technical issues by effective triage and planning to ensure CSAT and SLA was delivered.- Using CRM software such as Salesforce, Amazon connect, Jira as well as internal and external partner tools.During my time as a Technical Support Agent I worked as a SME (subject matter expert) and helped to support the team by having technical consults assigned to me as well as supporting new hire team members ramp plans.