Operations Manager | Customer Success | Executive Assistant | Project Coordinati

Utilized Microsoft Excel to create KPI scorecards, attendance reports, workforce trackers, coaching logs, performance dashboards, incentive reports, and operational analyses. Experienced in organizing large datasets, validating information, identifying trends, and producing reports that supported business decisions and performance reviews.

Managed the day-to-day operations of a remote support team by balancing workloads, monitoring real-time performance, overseeing staffing coverage, approving schedules and leave requests, reviewing SLA compliance, resolving operational issues, and collaborating with Workforce Management, QA, and leadership to improve efficiency and partner experience. Took ownership during staffing gaps by redistributing work and personally assisting when additional support was needed.

Supported senior leaders by coordinating schedules, organizing meetings, preparing reports and scorecards, managing confidential documentation, tracking action items, and following through on priorities to keep daily operations running smoothly. Acted as a dependable point of contact by anticipating needs, maintaining clear communication, and ensuring nothing fell through the cracks.

Delivered high-quality B2B support to business partners by resolving payment concerns, technical issues, scheduling conflicts, account updates, ownership transfers, pricing inquiries, and operational requests. Investigated complex cases thoroughly while ensuring accurate resolutions and positive customer experiences.

Strengthened long-term partner relationships by resolving escalations, mitigating churn risks, approving critical account requests, and collaborating across teams to deliver timely, thoughtful solutions. Focused on understanding root causes, improving partner experience, and achieving outcomes that benefited both customers and the business.

Provided comprehensive administrative support by preparing reports, maintaining documentation, updating records, organizing files, coordinating meetings, tracking action items, and ensuring operational processes remained organized, accurate, and up to date.

Built a high-performing team through hands-on coaching, continuous follow-ups, and actionable development plans. Monitored progress beyond coaching sessions, recognized achievements to maintain morale, addressed performance gaps early, and remained available as a trusted resource for agents needing guidance with complex situations.

Coordinated operational initiatives, onboarding activities, workload redistribution, process improvements, and special projects by organizing priorities, collaborating with stakeholders, tracking progress, and ensuring deliverables were completed efficiently while adapting to changing business needs.

Coordinated meetings, coaching sessions, shift schedules, leave requests, workforce coverage, and operational calendars while balancing changing priorities to ensure smooth daily operations and effective time management.

Maintained high levels of data accuracy by processing backend account requests, updating partner records, auditing schedules, verifying information, and managing high-volume data across multiple business systems while consistently meeting productivity and quality standards

Managed high-volume professional communications by responding to inquiries, coordinating with stakeholders, following up on escalations, monitoring Outlook and Slack for critical updates, and ensuring timely, accurate communication across multiple teams.

Analyzed operational metrics including KPIs, QA performance, DSAT trends, chat resolution rates, attendance, and workflow patterns to identify root causes, measure team performance, and recommend data-driven improvements that enhanced service quality and operational efficiency.

Managed B2B partner accounts by reviewing pricing requests, approving account changes, resolving escalations, coordinating with cross-functional teams, and ensuring customer concerns were addressed accurately while protecting long-term business relationships and minimizing operational risks.

Evaluated customer interactions across chat, email, and voice channels to ensure compliance with quality standards. Conducted calibration sessions, analyzed recurring quality trends, delivered coaching, and partnered with leadership to improve service quality and drive consistent performance.

Provided comprehensive administrative support by preparing reports, maintaining documentation, updating records, organizing files, coordinating meetings, tracking action items, and ensuring operational processes remained organized, accurate, and up to date.