Director Of Operations
I was named the director of operations after showcasing strong leadership and operational capabilities, tasked with managing 2 call centers with 200 employees. Of those 200 employees, 6 were direct reports who I led by example while focusing on professional development and growth to ensure world-class service delivery for 500,000+ businesses. During this position, I drove creative problem-solving, cross-functional collaboration, relationship-building, and workforce management. • I helped build and oversaw a quality program to improve the customer experience through empathy, security, and expectation management, earning a 95% team score. • I decreased US employee attrition to less than 10% through cultural transformation; I restructured the leadership team, enhanced the hiring processes, drove transparent communications, and set clear expectations. Also, I assisted with new hire training revitalization to position employees for success.
