Bpo Manager
Current2013 - Present BPO Manager2014 - 2015 TELS Billing Manager (performed while maintaining my BPO responsibilities)2010 - 2013 Database Manager/China Operations Liaison2006 - 2010 Logistics Coordinator/Sr. Logistics Coordinator2004 - 2006 Operations SpecialistBPO Manager: This is a new position at Direct Supply that I have built from the ground up on the US side.Primary contact in the US for all operation teams located in foreign countries.Work closely with US departments in determining their needs, Service Level Agreements (SLAs), and other requirements.Work with the foreign operation teams to assure the work is properly communicated and completed in the required SLA.TELS Billing Manager:In addition to my BPO role, I was asked to also lead the DSLS/TELS Billing Team to improve operational efficiency and restore SLAs. The team of four handles all billing, credits, and payment inquiries for our Local Services line of business. Once the SLAs were stabilized and processes were implemented to maintain SLA even with 50%+ growth (8 months), I returned my focus to our International Operations TeamDatabase Manager: Lead a team of 14 who are responsible for the integrity of the customer and product databases. Work on process improvements to make the team more efficient while providing greater value for the business.
