Operations Manager |Team Leader | Import Order & Logistics VA

I have coaching experience, having mentored agents to improve behavior and achieve high CSAT scores. As a team leader, I focused on communication and problem-solving to drive performance. Later, I coached team leads, helping them develop leadership skills and manage their teams effectively, fostering growth and accountability at all levels.

For data entry skills, with a focus on accurately tracking and maintaining the roster of teammates. I ensure that key metrics, such as CSAT and quality scores, are consistently recorded and communicated to the team, promoting transparency and performance awareness. My attention to detail and commitment to data integrity allow me to efficiently manage.

I am experienced in resolving operational conflicts such as scheduling issues, campaign shifts, absenteeism, and other day-to-day challenges. I approach these situations with a calm, solution-focused mindset, addressing concerns directly and fostering open communication. By understanding the underlying issues, I work to find fair and practical solutions that align with team and business goals, ensuring smooth operations and maintaining team morale.

I am an communicator with a strong ability to engage with clients and team members. In my recent role, I proactively flagged issues directly to clients, ensuring transparency and prompt resolution. I also conducted monthly reviews to assess performance and foster continuous improvement. Additionally, I facilitated FGDs and retention talks with teammates, driving collaboration and enhancing team alignment.

I am proficient in a variety of tools, including Google Workspace (G Suite), CRM platforms such as Zendesk and Salesforce, and phone systems like Genesys and Avaya. I also have experience with project management tools like Jira and skills in Microsoft Office Suite.

Overseeing operations, forecasting staffing, manages client facing meetings and manage client escalations.

Skilled in managing end-to-end order fulfillment, including order processing, tracking, supplier coordination, and timely delivery. Experienced in acting as a liaison between sales teams and suppliers to ensure order accuracy and smooth communication.