Led a high-performing team: Managed up to 4 direct reports and provided strategic guidance to over 30 indirect reports.Maximized client ROI: Analyzed client business plans and recommended solutions to ensure they received the highest return on investment.Built strong client relationships: Cultivated long-term, profitable partnerships by solving problems, resolving issues, and suggesting new products and services.Data-driven decision-making: Leveraged Tableau, Excel, and Looker… Show more Led a high-performing team: Managed up to 4 direct reports and provided strategic guidance to over 30 indirect reports.Maximized client ROI: Analyzed client business plans and recommended solutions to ensure they received the highest return on investment.Built strong client relationships: Cultivated long-term, profitable partnerships by solving problems, resolving issues, and suggesting new products and services.Data-driven decision-making: Leveraged Tableau, Excel, and Looker Studio to analyze e-commerce client data and create impactful dashboards for informed operational choices.Championed consistent CX: Developed comprehensive CX training materials tailored for teams across the US and Dominican Republic, ensuring a unified customer experience.Proactive client success: Anticipated and addressed potential issues affecting KPI metrics, leading to stabilized performance for multiple clients.Streamlined client launches: Increased launch efficiency through optimized handoffs, confident launch calls, and proactive internal communication.Forged cross-functional partnerships: Built strong relationships with CS and Sales leadership, facilitating collaboration and ensuring a unified client experience. Show less

Managed 3 direct reports and 30+ indirect reports.Maintained long-term, profitable relationships with clients through problem-solving, issue resolution, and recommendation of new products and services.Create standard practices and Quality Assurance/Control criteria for multiple clients.Stabilized Customer Satisfaction Metrics from ~70% to >90% within my first three months as an Operations Manager.

•Manage 4 direct reports and 30+ indirect reports. •Develop Seated App’s Customer Experience SOPs by identifying members' behaviors and trends. •Handle reporting and BI analysis for Seated App using Tableau and Excel to create dashboards in order to facilitate operative decision-making. •Identify and correct areas of opportunity within Quality Control. •Went from CX Associate to Supervisor and Manager within my first year working with Seated App. •Created CX Training… Show more •Manage 4 direct reports and 30+ indirect reports. •Develop Seated App’s Customer Experience SOPs by identifying members' behaviors and trends. •Handle reporting and BI analysis for Seated App using Tableau and Excel to create dashboards in order to facilitate operative decision-making. •Identify and correct areas of opportunity within Quality Control. •Went from CX Associate to Supervisor and Manager within my first year working with Seated App. •Created CX Training Material for Seated App Onshore and abroad (Philippines and DR) Show less

- Manage complex incoming chat and email interactions and manage volume flow and response for various member operation departments. - Handle report management and business trends analysis requests for Seated App. - Train and develop associates for upcoming management positions.

-Handled live and delicate Customer Experience and Satisfaction interactions on a day-to-day basis for Seated.

- Consulted and nurtured strong, long-term relationships with assigned clients in hospitality & and e-commerce clients.- Served as the primary point of contact for clients, understanding their needs, goals, and challenges.- Developed and implemented strategic account plans to maximize client satisfaction and revenue growth.- Optimized the account manager team to reduce B2B SLAs and interdepartmental efficiency.- Collaborated with the sales and marketing team to identify… Show more - Consulted and nurtured strong, long-term relationships with assigned clients in hospitality & and e-commerce clients.- Served as the primary point of contact for clients, understanding their needs, goals, and challenges.- Developed and implemented strategic account plans to maximize client satisfaction and revenue growth.- Optimized the account manager team to reduce B2B SLAs and interdepartmental efficiency.- Collaborated with the sales and marketing team to identify opportunities for upselling or cross-selling additional services to clients.- Provided the executive team with regular updates on campaign performance, and ROI, and thoroughly analyzed data presented in a business-oriented way.- Maintained accurate records of client interactions and communications in CRM software. Show less

•Created debate platforms and development programs for Middle and High School students. •Launched a yearly internal and interschool United Nations Simulation that’s still currently being run. •Standardized a syllabus for the United Nations Club focusing on Root Cause Analysis and how to properly use data to your advantage.

Real-time monitoring of volume and schedule deviations that impacted Service Level Agreements (SLAs) for First Data Canada.Automated hourly reporting for both DR and US-based Workforce Management (WFM) RTAs utilizing CMS Avaya and Excel.Developed a step-by-step outage escalation guide for WFM RTA training implemented throughout First Data North America by using different securities to regulate which department handles the outage.Led Tier 2 Chargeback Escalations and served as a… Show more Real-time monitoring of volume and schedule deviations that impacted Service Level Agreements (SLAs) for First Data Canada.Automated hourly reporting for both DR and US-based Workforce Management (WFM) RTAs utilizing CMS Avaya and Excel.Developed a step-by-step outage escalation guide for WFM RTA training implemented throughout First Data North America by using different securities to regulate which department handles the outage.Led Tier 2 Chargeback Escalations and served as a point of contact between First Data Canada Merchants and card networks such as Visa, MasterCard, and Discover.Handled Junior Sales Merchant contracts and point-of-sale Leasing Agreements for FD Canada. Show less

- Assisted inbound and outbound Customer Service calls and provided call handling help to over 30+ associates at the same time.