A personable, vibrant, Customer Service Operations Manager with a proven track record of enhancing the customer experience through understanding, specialized support, and acute product and service knowledge. Proficiently perform research, analysis and data management to track customer trends and improve retention. Strive in fast-paced environments performing regular and recurring duties simultaneously with minimal supervision. Self-starter with excellent oral and written communication skills. Proven team player with the ability to work with people at all levels of a corporation. SELECTED HIGHLIGHTS Developed a successful and scalable process for building, operating and improving outsourced call center operations. While working in a leadership role at Weight Watchers, I successfully managed a $15M Customer service budget budget. Delivered a 38% increase in the company profit margin within 3 months and boosted gross revenue of the call center by 34%. Pioneered the first English speaking call center in Chile, launching an operation with more than 50 agents to start. Gradually moved the workforce into lower cost areas through the launch of a new dark site call center, saving the company over 20% in the process. Devised and implemented a quality improvement plan that resulted in a 50%+ increase in quality scores company-wide.