Operations and Administration Executive

Verified

$10/hr

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Outline

Looking for Full-Time work (8 hours/day) at $10/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Results-driven Operations and Administration Executive with over 16 years of progressive leadership experience in the BPO, customer experience, and technology industries. I advanced from a frontline customer service representative to Senior Director of Administration, providing me with a deep understanding of operations at every level and the ability to lead teams with both strategic vision and practical insight.

My expertise includes operations management, customer experience, business transformation, process improvement, IT and facilities management, financial oversight, vendor management, and cross-functional leadership. I have successfully led large-scale operations supporting more than 1,000 employees, driving operational excellence, improving efficiencies, reducing costs, and delivering measurable business results.

Skills & Experience

Skills

Customer Service Representative 10+ Years

Data & Admin: Microsoft Excel, Data Visualization, Pivot Tables, Microsoft Word, Document Formatting, Virtual Assistance. 10+ Years

Leadership & Management Skills 10+ Years

Experience highlights

Senior Director of Administration

ECE Contact Centers · August/2024 – Present

• Oversee office operations, expansion planning, and vendor partnerships
• Drive procurement strategies that balance cost-efficiency and quality
• Partner with IT and security teams to strengthen infrastructure and data protection
• Manage budgets, identify savings opportunities, and improve financial discipline
• Build relationships with external stakeholders, including landlords and government agencies
• Introduce automation and process improvements to streamline operations

IT Manager

ECE Contact Centers · July/2023 – Present

• Managed day-to-day IT infrastructure, ensuring minimal downtime
• Strengthened cybersecurity practices and system reliability
• Improved asset tracking and inventory systems
• Standardized SOPs and aligned team roles for better performance
• Led system transitions and modernization initiatives

Program Manager

ECE Contact Centers · May/2018 – Present

• Managed large-scale operations supporting over 1,000 employees across multiple sites and different projects.
• Led cross-site teams to meet performance, financial, and operational goals
• Managed quarterly P&L and identified cost-saving opportunities for all projects
• Built engagement programs that improved retention and morale
• Drove strategic initiatives in partnership with senior leadership
• Acted as a key link between frontline teams and executive direction

Operations Manager

ECE Contact Centers · March/2016 – Present

• Developed policies, workflows, and performance systems
• Improved KPIs through data-driven decision-making
• Built and mentored high-performing teams
• Strengthened vendor relationships and SLA performance

Team Leader

ECE Contact Centers · July/2015 – Present

• Lead and mentor e-commerce and customer support teams
• Set goals, evaluate performance, and provide feedback
• Coach on best practices and service excellence
• Deliver training and address skill gaps
• Optimize processes and improve workflows
• Collaborate cross-functionally to standardize operations
• Track KPIs, analyze performance trends, and act on insights
• Conduct audits and quality checks to ensure service standards
• Implement initiatives to improve performance and customer experienc

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