Operations & Performance Management Professional | Recruitment Analytics | Leade

Over 10 years of proven experience in operations, optimizing business processes, improving performance development, and managing high-performing teams of 150 to 200 employees. Throughout my career, I’ve successfully led initiatives that enhanced performance, streamlined workflows, and supported long-term growth for both people and processes.

As a Quality and Performance Specialist with a strong background in operations management, I was responsible for overseeing the overall quality accuracy of both the team and the site. I worked to identify behavioral gaps and inconsistencies, ensuring alignment to improve the overall customer experience. Part of my role involved providing regular feedback and coaching to customer service representatives, helping them enhance their performance based on quality assessment results. I also took the lead in reviewing knowledge base documents, identifying misalignments, streamlining processes, and creating new documentation to support operational clarity. In addition, I collaborated with a Performance Development Coach to manage team performance and ensure continuous improvement aligned with business goals.

I managed the daily operations, coaching, and supervision of 15 to 17 team coaches, each overseeing 15 to 17 customer service representatives for a US telecommunications account. My responsibilities included performance monitoring, trend analysis, and implementing improvement plans to consistently meet or exceed key metrics such as First Call Resolution, Quality Assurance, Process Compliance, and Customer Satisfaction. I ensured that service level agreements (SLAs) and key performance indicators (KPIs) were not only maintained but continuously improved through data-driven strategies and hands-on team support.