Director of Operations

• Dec 2022 - Present

Lead In-Store experience at Apple

• Aug 2022 - Nov 2022

Growth and development for future leaders at Apple.

Technical Expert

• Nov 2021 - Aug 2022

Technical Specialist

• Sep 2019 - Nov 2021

Business Expert

• Jan 2021 - Aug 2021

Operations Manager

• Sep 2017 - Sep 2019

Manages and is responsible for day-to-day activities of one or more unit of operations.Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.Manage the daily/weekly/monthly P&LDevelop annual operating budgets and provide fiscal direction of the department.Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.Spends time on floor to audit current procedures to monitor and improve efficiency of operations.Manages and develops a team of ACMs in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.Implements processes to ensure that teams can manage their operations intra-day, by day, week, and month to prioritize their actions for the day.Participate in monthly and quarterly ATAC meetings.Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.Participates in the development and implementation of unit policies and procedures.Participate in client meetings as required.Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assignedOther duties as assigned. Show less

Assistant Manager

• Oct 2016 - Sep 2017

Responsible of managing to achieve and exceed: Client KPIs, ESAT and CSAT through Operational and Site performance, managed a team of 8 Supervisor and upwards of 150 agents. Ensure all Company policies and procedures are followed within the site. Ensure Compliance with all Internal and Client Operational Procedures and Requirements. Thrive as a team player in a fast- paced, high-energy, change-oriented environment.

Team Lead

• Jun 2014 - Oct 2016

Resolve escalated representative issues and determine appropriate actionsSupport, motivate and coach the advisors to continually satisfy the customers and meet the KPIs targets (CSAT, NPS, FCR, QA, Etc.)Provide real time support to advisors and supervise daily activitiesListen to calls and complete regular monitoring then provide appropriate feedback to ensure advisors meet the quality requirementsEnsure all company policies and procedures are followed properly by the advisors.

Agent

• Apr 2012 - Jun 2014

Provide excellent customer service at all times by resolving customer queries. Build and maintain positive customer relations by offering personalized solutions and ensure requests are handled appropriately by coordinating with various functions within the company. Perform other related duties and assignments as required and as assigned by supervisor or manager