● Director of Account Management at ERC for 3 logos in the online retail industry, overseeing client services representatives remotely. Managed relationships with existing clients through ongoing communication with client representatives as well as promoted products and services at meetings.● Guided clients through new service or product integrations and resolved problems, addressing complaints, concerns and requests and coordinating inter-departmental resolutions.● Worked transparently with above-board business practices, personal conduct and aligned goals, prioritizing business integrity and high client satisfaction by enforcing policies and procedures.● Running risk analysis and reports in order to proactively detect any area of opportunity in our clients business. Completed transactions according to strict internal and compliance standards. Investigated clients' concerns or identified issues and collaborated with internal teams to resolve problems.

● Director of Operations at ERC for a Telecommunication campaign, overseeing 4 Operations Managers each assigned to a different campaign (Sales, Retention, B2B sales, Outbound Sales), each Manager overseeing 4 to 6 Supervisors and a maximum of 75 English speaking Agents.● Implemented the expansion of the campaign in ERC's new joint venture site in South Africa, traveling for 3 months alongside a Team of Trainers, Supervisors and Quality Analysts, to share best practices and focus on ramp up challenges.● During COVID-19 1st lockdown, alongside the HR and IT department, strategized and implemented the transition of 300 agents from on-site to remote work in 3 days.● Evaluated organizational performance through metrics and other departments reports to utilize insights and determine efficacy of communication and productivity. Meeting with department heads to drive operational compliance and exceeding corporate financial objectives.● Reviewed financial statements and activity reports to measure productivity or goal achievement, tracking campaign revenue and working with the finance team to improve profitability.● Worked alongside the Recruiting department to improve company operations by building a strong, resilient team by identifying and onboarding highly qualified candidates for key positions.● Established clear expectations and objectives for team members, conducting periodic performance reviews to assess their performance and helped each achieve their goals and career journey (Supervisors, Sr. Supervisors and OM's).

● Managed a 70 agents customer service and tech support team for a Telecom company inthe NY Area.● Resolved client process inefficiencies through effective analysis and resolution of deficientsupport areas.● Handled forecasted business volume by planning and ensuring daily operational staffingwas accurate.● Developed mechanisms and tools to maintain critical data tracking for operationalrecords.● Communicated clear objectives and implemented hands-on strategies resulting in peakNPS performance.

● Managed a dynamic team of 60 sales agents, providing effective guidance and leadershipto drive consistent sales results across multiple financial products.● Communicated clear objectives and implemented hands-on strategies resulting in peakperformance.● Monitored and evaluated team performance, providing constructive feedback andcoaching to enhance productivity and sales performance.● Conducted staff meetings and focus groups to review work activities, team’s best practicesand drive continuous improvement.● Maintained financial and administrative controls, accurately tracking funds and keepingrecords current