• Operational Leadership: Managing day-to-day operations and leading cross-functional teams to deliver high-quality, efficient BPO services that meet client expectations.• Service Delivery: Ensuring consistent, top-tier service delivery by refining processes to boost customer satisfaction and operational reliability.• Business Strategy: Collaborating with the CEO to execute scalable strategies that drive growth, efficiency, and profitability.• Client Relations: Overseeing client interactions, building long-term partnerships, and ensuring operations align with client goals.• Financial Management: Leading budgeting and cost optimization to enhance profitability while maintaining service quality.• Team Leadership: Developing a high-performance team, fostering accountability, collaboration, and continuous improvement.

• Directed cross-functional teams using Agile and Scrum methodologies to deliver software development projects on time and within budget.• Managed client relationships to ensure clear communication, project alignment, and satisfaction.• Implemented Agile project management frameworks, streamlining workflows and increasing project efficiency.• Coordinated between development, QA, and product teams within the Scrum framework to ensure smooth product launches and iterative improvements.

• Managed and led a sales operations team, providing guidance, support, and performance tracking to ensure team success.• Collaborated closely with the VP of Sales & Operations to align sales and operational strategies for optimized logistics solutions.• Developed and tracked KPIs, ensuring alignment with sales goals and improving overall team performance.• Oversaw sales forecasting and analysis to support data-driven decision-making and strategic planning.• Streamlined processes, resulting in increased efficiency, reduced operational costs, and enhanced customer satisfaction.

• Trained, vetted, and managed new employees, ensuring team readiness and high performance.• Resolved escalated customer issues and monitored daily workflows, holding regular team meetings to address challenges and implement improvements.• Ensured adherence to procedures while continuously identifying and integrating workflow enhancements to improve efficiency.• Conducted data analysis to drive team performance and supported senior management with budgeting, business planning, and operational reporting.• Developed monthly team schedules based on volume forecasts, ensuring resources were aligned for optimal performance.