Oversees the day-to-day activities of all Operations Departments including Customer Success, Creatives, Supply Chain, Legal, Training, Quality and Compliance, Business Analytics, Human Resources, and FinanceOversees AP, AR, and PayrollOversees Recruitment, conducts interviewsDrives implementation of Objectives and Key Results across the companyCollaborates with cross-functional teams to develop and implement standard operating procedures (SOPs), ensuring consistency and efficiency in daily operations.Develops and mentors a high-performing operations team, providing training, guidance, and support to foster professional growth and drive employee engagement.

Oversaw a team of Customer Success Associates, ensuring smooth end-to-end customer journeyDeveloped and executed comprehensive customer success strategiesCoached Customer Success Associates to deliver excellent Customer Experience

Oversees a team of Quality Assurance Analysts who monitor sales complianceConducts coaching and monitors agent performanceConducts client and agent onboardingPrepares weekly performance reportsHandles CRM Administration and lead generationInterviews telemarketing candidates

Oversaw all aspects of quality assurance, training, and developmentLiaised with the client for new-hire and cross-skill training needsSpearheaded AHT Reduction ProjectCreated reporting templates to increase efficiency and data integrityLed a team of trainers and quality analysts supporting 100 agents and 5 Team Leads across 3 LOBs

Designed, executed, monitored, and controlled tactical and strategic projects to attain defined objectives and support the realization of committed benefitsDrove process improvements within multiple concurrent projects using Lean Six Sigma methodologies while meeting set deadlines and SLAsManaged and coordinated product development projects. Evaluated and resolves\d technical feasibility and design optimizationConducted project risk assessments, project tracking, project implementation, and project evaluationPresented analyses, solutions, and business cases to the management teamCoordinated with a cross-functional team to develop business process requirementsDrove an innovation culture within the company by creating an environment that promotes creativity, idea incubation, quick experimentation, and executionDocumented end-to-end project journey to support and record the innovation life cycleOversaw the Control of Documented Information for the Company's Quality Management System, ensuring alignment to the standards stipulated in ISO 9001:2015 as well as ISO 27001:2013.Acted as an internal consultant for the creation, revision, or deletion of policies, processes, and procedures, as well as forms and reference materials that affect day-to-day operations.Functioned as the point of contact for Quality and Efficiency Initiatives.Administered Company Intranet Management. Coordinated with Programmers in creating visual designs and liaised with Network Administrators in protecting the confidentiality, integrity, and availability of company digital assets. Performed Business Process Modeling and provided recommendations on identified process opportunities.Led Digital Transformation through the utilization of Office 365 applications.Created templates for reporting efficiency, reliability, and accuracy.Prepared training modules for continuous learning and development.Spearheaded employee engagement activities and client events.

Handled Provisioning and Technical Support Departments of a UK Telco Account.Performed Root-Cause and Trend Analyses on major KPIs including Agent Satisfaction, Call Handing Time, Complaints, and Inter-Departmental Call Transfers.Mentored aspiring QAs through the internship program.Provided feedback and recommendations for campaign process improvements and facilitated improvement projects in call quality.Conducted call audits using Customer Experience Improvement Model and Compliance Scorecards following UK regulatory standards and requirements.Acted as liaison between the Operations Department and Offshore Partners in terms of Quality Performance and Score Dispute Resolution.Supported Operations in ring-fence projects by providing insights based on performance analyses.Supported New Hire and Cross-Skill Agents by facilitating debrief sessions, side-by-side call listening, and floor support.On boarded New Hire employees with the Quality Scorecard and Escalation Process.Conducted calibration sessions with Operations and Training Department to ensure everyone's alignment with key processes.Escalated defined issues while providing recommendations for agent performance development and process or system improvement.Created process maps.Awarded "Revolutionary QA 2017"

Handled inbound calls for telephone and broadband provisioning (UK Telco Account).Supported New Hire Agents by doing floor support, providing peer-to-peer feedback, and sharing best practices on debrief sessions.Attended client discussions and provided improvement recommendations.Awarded "Innovation Hero 2016"

Replenished and maintained display to provide customers with sufficient choices of merchandise.Provided fashionable advise to customers to enhance customer's image.Ensured that customers receive the right quantity and quality of merchandise, and official transaction records.Ensured prompt and quick attention to customer's needs and concerns.Assisted the Store Supervisor in Asset Administration.

Tasked for beverage and dessert preparation.Carried out inventories on store stock and supplies.Ensured fast service delivery and compliance to HACCP Principles.Awarded "Variance Buster" and "Rookie of the Month"

Tasked for pizza preparation.Carried out inventories on store stock and supplies.Ensured fast service delivery and compliance to HACCP Principles.

Delivered excellent customer experience by ensuring that customers are getting value for their money.Provided recommendations to enhance customers' image.Ensured effective visual merchandising and suggestive selling.Ensured prompt attention to customers' needs and concerns.Awarded for Providing Excellent Customer Service.