PROFESSIONAL EXPERIENCE

Directly responsible for the overall day-to-day service planning, execution, and performance for all client and vendor relationships. Served as a trusted advisor and strategic consultant to executive leadership. Conducted deep-dive analysis and discovery sessions to understand company processes, priorities, and goals. Managed financial forecasts, budgets, and full P&L responsibilities, meeting revenue growth goals and key performance indicator (KPI) targets through strategic planning and analysis. Administered quality control and compliance with industry standards and regulations. Monitored project progress, managed risks, and implemented corrective actions for quick resolution.

Highlights

• Monitored, collected, and analyzed key performance metrics across sales and customer service management functions, driving a customer-centric approach, improve customer satisfaction CSAT scores, and deliver a best-in-class customer experience (CX).

• Ensured full PCI DSS Level 1 compliance by developing, implementing, and maintaining comprehensive information security policies and incident response procedures; created and delivered quarterly security awareness training to align personnel with evolving risk management practices and data protection standards.

• Developed and enforced comprehensive policies and standard operating procedures (SOPs) to streamline operations, enhance efficiency, and ensure consistency across teams and locations.

Owned the strategy, framework, and quality for all service delivery operations for 2 business process outsourcing (BPO) clients. Served as the primary point of contact for all contracts; routinely presented insights, data, and deliverables to C-Level executive stakeholders. Navigated evolving priorities while driving the overall performance of call center operations. Championed growth through seamless technology implementations and CCaaS campaigns; delivered engaging training at the Supervisor and Agent level. Evaluated feedback and implemented changes to improve client satisfaction and drive continuous improvement.

Highlights

• Optimized workforce management (WFM) and recruiting through forecasting and data analysis, refining advertising and marketing strategies to increase candidate quality and recruitment efficiency.

• Led end-to-end CCaaS implementation, ensuring scalable design, timely execution, and consistency across locations.

• Conducted weekly client calibration calls focused on quality assurance (QA) and project alignment; ensured adherence to service level agreements (SLAs), driving continuous improvement across performance metrics and CX delivery.

• Facilitated business reviews (WBR/MBR/QBR) with clients to align on objectives, track performance, and identify opportunities for process improvements.

Assessed internal and external training needs of multinational call center employees. Designed, conducted, and implemented company onboarding for new employees. Gained expert knowledge in energy, leading telecom brands and SaaS across B2B and B2C channels. Created and delivered campaign-specific training and decks for multiple client projects showcasing excellent written and verbal communication skills. Monitored and evaluated training outcomes based on KPI analytics and goals. 

Highlights

• Developed and delivered comprehensive multinational training programs and coaching frameworks to support continuous learning, talent development, and leadership readiness across multiple teams.

• Maintained alignment with evolving client objectives by implementing timely updates to training content based on industry shifts, regulatory changes, and campaign performance.

• Developed strategies to maintain high levels of employee morale and promote a positive work environment.