Global IT Coordinator

• Apr 2023 - Present

Customer Operations Manager

• Mar 2021 - Apr 2023

Business Operations Manager

• Jun 2019 - Feb 2021

Business Manager

• Jun 2013 - Jan 2019

Multiple accounts-Direct responsible for client and business management of 5 accounts and operational staff (6 Supervisors).-Prepared forecasts and delivered accurate data in both financial and operational metrics.-Increased revenue streams by reducing costs, managing schedules, cross- training workforce and performing variance and risk analysis to implement corrective actions.-Enhanced operational success through effective staffing, strong training, adherence to schedule and well-timed customer service.-Prepared and supported preparation for commercial negotiations. Planned and implemented business expansions.-Responsible for Team Leader recruitment, development and training in conjunction with HR.-Developed new process for employee evaluation which resulted in marked performance improvements.-Developed strategies for employee satisfaction and retention within the business units under my responsibility.-Worked closely with the business support team on pricing and improving profitability (I was direct P&L responsible for my accounts).-Managed negotiations toward agreement ensuring company risks and profit objectives were covered at all times.-Ensured regular and proactive contact and interaction with clients and clients satisfaction through continuous business improvements.-Researched ways to increase client revenue and develop a long-term partnership.-Produced ad hoc reports and documents for senior team members. Worked on company global initiatives to ensure better margins, employee satisfaction and retention.-Assisted various business groups with document organization and case studies during RFPs. Show less

Training and Quality Manager

• Mar 2009 - May 2013

-Responsible for overall performance, training and appraisal of training and quality staff (16 members).-Managed KPI improvement initiatives for 5 markets (approx. 250 CSRs). Coordinated transition of new product/tool launches.-Managed design of dynamic widgets focused on quality improvements Developed new process for employee evaluation which resulted in marked performance improvements.-Participated on negotiation meetings re: performance targets and customer metrics with client.-Responsible for planning, directing and coordinating all training activities for account (2 sites).-Coordinating trainers and analysis of training needs.Participated in global alignment strategy meetings with client (conference call workshops).-Responsible for people development programs (TQ team, TLs and agents). Coordinated, reviewed and analysed performance data and charts against defined parameters.-Responsible for quality control and assurance, setting up and maintaining process audits and documentation procedures.-Actively involved in business ramp-up phase and follow-up in two other company sites -Designed and implemented Trainer the Trainer program for new trainers (based on ADDIE model).-Developed and implemented Coaching program for mid Management. Designed so skills modules for new call back projects.-Designed and implemented profile assessments for candidate selection and hiring for the campaign.-Verified data integrity and accuracy.-Produced ad hoc reports and documents for senior team members. Show less

Project Leader

• Apr 2007 - Mar 2009

-Responsible for project start-up-Responsible for planning, running and coordinating project.-Negotiated contracts and agreements with client and business partners. Responsible for planning and implementation during launch phases of project.-Facilitated and coordinated the recruitment process for new employees. Managed business relations with client and Business Partners (British Telecom and ETalk).-Prepared financial reports and forecasts; communicating status of project to senior management.-Responsible for overall performance of project team (22 agents).-Managed team meetings and discussed project’s goals and objectives. Trained, coached and mentored staff to ensure smooth adoption of new program.-Enhanced operational success through effective staffing, strong training, adherence to schedule and well-timed customer service.-Coordinated and facilitated team building activities.-Responsible for crisis management (high team attrition, and situations of backlog). Show less

Team Lead

• Jan 2006 - Feb 2007

-Responsible for meeting and exceeding quality and customer metrics for the project (9 people). -Established open and professional relationships with team members which helped resolve issues and conflicts quickly. -Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals. -Prepared reports and analysed customer satisfaction surveys. -Implemented new working processes which delivered continued improvements. -Facilitated and coordinated the recruitment process for new employees. -Supported business interaction between the client and the company. -Improved and developed up-to-date training material for the team. -Responsible for project handover at final stage. Show less