As Operations Manager for a TELCO Client which main role consisted on maintain and improve call center operations performance by monitoring system efficiency; identifying and resolving problems; preparing and completing action plans; leading process improvement efforts and quality assurance programs; leading Supervisors and Quality Analysts towards operarional success in our Key Performance Indicators, ensuring we live by a culture of excellence in CSAT (Customer Satisfaction), KSAT (Client Satisfaction) and ESAT (Employee Satisfaction); make certain that my operations are carried on in an appropriate, cost-effective way, by examine financial data and use them to improve profitability, managing an operations of 150+ FTEs.

Tiger Team Operations Supervisor, leading 2 major line of business of escalations management, back office & chat lines, managing around 40 ftes including 10 Senior Advisors, experienced supervisor, on reservations, sales, health insurance & tech support, key player in a tiger team in a major client to ensure results.