I led the cultivation of a strong, resilient team of over 100 individuals by identifying, onboarding, and training highly qualified candidates for critical roles. This involved designing and implementing a thorough recruitment process to attract top talent and ensuring proper training programs to develop their skills. By structuring internal operations and outlining clear policies and procedures, I was able to improve workflow efficiency and establish a strong foundation for consistent performance. My focus on building a positive and collaborative environment empowered the team to thrive.In addition to team development, I organized staff schedules to eliminate operational gaps and maximize financial outcomes. By strategically allocating resources, I optimized workforce utilization while minimizing costs. I also took charge of budgeting, closely monitoring revenue and expenses, and keeping performance on track with key performance indicators (KPIs). These efforts contributed to a 28% increase in employee productivity and resulted in a 35% growth in average monthly revenue, showcasing my ability to drive financial success while fostering an efficient and motivated workforce.

I successfully negotiated contracts, pricing agreements, and terms of sale with clients, ensuring mutually beneficial outcomes that aligned with company goals. By understanding client needs and market trends, I was able to secure agreements that maximized value for both parties. In addition, I worked closely with marketing teams to develop promotional materials and campaigns that supported sales efforts, driving client engagement and increasing brand visibility. My ability to balance negotiation with strategic marketing initiatives helped create strong partnerships and long-term client relationships.Throughout the sales process, I acted as a liaison between clients and internal departments, ensuring seamless communication from initial contact through post-sale follow-up. I coordinated cross-functional efforts to address client needs promptly and efficiently, ensuring that expectations were met or exceeded at every stage. This holistic approach to client management fostered trust and collaboration, resulting in a smooth sales cycle and positive customer experiences that encouraged repeat business and referrals.

As Lead Supervisor of a benefits administration program, I managed a team of over 180 agents and supervisors across five locations, ensuring smooth operations and high-quality service. My experience included co-creating a comprehensive BPO Training Program. My daily responsibilities encompassed managing schedules, maintaining payroll, and overseeing the general management of multiple teams. Additionally, I played a key role in developing and maintaining training programs that focused on improving performance, while closely tracking metrics to measure success.I took charge of drafting call scripts and creating knowledge base materials to help agents provide accurate, efficient information to customers. By closely monitoring compliance with company policies, procedures, and legal regulations, I ensured that customer interactions were handled professionally and correctly. I regularly analyzed performance reviews and provided constructive feedback, which resulted in an improvement in average quality scores from 65% to 92%. By coordinating shift schedules effectively, I maintained optimal coverage during peak hours while minimizing overtime expenses, and balancing operational needs with financial efficiency.

As the owner of EscapeHays LLC, I managed all aspects of the business, including administrative duties such as records management, legal compliance, and tax submissions. My role involved creating and building multiple escape room games, from designing intricate puzzles and engaging stories to ensuring the games were balanced with time management and customer satisfaction in mind. I developed an immersive experience for customers, which required careful attention to detail and creativity to maintain engagement and entertainment value.In addition to game design, I handled the operational side of the business, including creating staff schedules to ensure adequate coverage during peak hours and managing the day-to-day activities of the escape room facility. I worked closely with local businesses to coordinate cross-promotional events and partnerships, which boosted brand visibility and contributed to the overall growth of the business. My hands-on approach to both the creative and managerial aspects of the escape room ensured a well-rounded, successful operation.